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<?xml version="1.0" standalone="yes" ?>

- <NewDataSet>
- <instxt>
<txt id="intro1">Assess Yourself!</txt>
<txt id="intro2">You have to answer 30 multiple choice questions.</txt>
<txt id="intro3">You need to score a minimum of 70% to pass the
test.</txt>
<txt id="intro4">Click Enter to begin the test.</txt>
<txt id="intro5">All the Best!</txt>
<txt id="intro6">Assessment - Result</txt>
<txt id="intro7">Your score</txt>
<txt id="intro8" />
<txt id="intro9">MS 101 Assessment</txt>
<txt id="intro10">Click the Correct Option.</txt>
<txt id="intro11">Click Get your certificate.</txt>
<txt id="intro12">Sorry! You have failed</txt>
<txt id="intro13">Congratulations!</txt>
</instxt>
- <Main>
<QUESTION1>1</QUESTION1>
<QUESTION>Which sub process of Capacity Management focuses on the IT
Infrastructure that is used to support provision?</QUESTION>
<OPTION1>Business Capacity Management</OPTION1>
<OPTION2>Component Capacity Management</OPTION2>
<OPTION3>Service Capacity Management</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>Component Capacity Management</ANSWER>
</Main>
- <Main>
<QUESTION1>2</QUESTION1>
<QUESTION>The information security policy should include all of the
following policies EXCEPT</QUESTION>
<OPTION1>A charging policy</OPTION1>
<OPTION2>A record retention policy</OPTION2>
<OPTION3>A E-mail policy</OPTION3>
<OPTION4>An asset disposal policy</OPTION4>
<ANSWER>A charging policy</ANSWER>
</Main>
- <Main>
<QUESTION1>3</QUESTION1>
<QUESTION>What is the purpose of Service Design?</QUESTION>
<OPTION1>To define the perspective, position, plans, and patterns that a
service provider needs to execute to meet an organization’s business
outcomes</OPTION1>
<OPTION2>To ensure that new, modified, or retired services meet the
expectations of the business as documented in the service strategy and
service design stages of the lifecycle</OPTION2>
<OPTION3>To coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and
customers</OPTION3>
<OPTION4>To plan out the services, governing practices, processes and
policies required to realize the service provider’s strategy and to facilitate
the introduction of services into supported environments</OPTION4>

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<ANSWER>To plan out the services, governing practices, processes and

policies required to realize the service provider’s strategy and to facilitate
the introduction of services into supported environments</ANSWER>
</Main>
- <Main>
<QUESTION1>4</QUESTION1>
<QUESTION>Which of the following is NOT a purpose of the Service Asset
and Configuration Management (SCAM) process?</QUESTION>
<OPTION1>To determine the most appropriate release-unit level for each
asset or component</OPTION1>
<OPTION2>To ensure that accurate and reliable information about assets is
available when and where it is needed</OPTION2>
<OPTION3>To include details of how assets have been configured and the
relationships between assets</OPTION3>
<OPTION4>To ensure that the assets required to deliver services are
properly controlled</OPTION4>
<ANSWER>To determine the most appropriate release-unit level for each
asset or component</ANSWER>
</Main>
- <Main>
<QUESTION1>5</QUESTION1>
<QUESTION>Which statement about IT Operations Management is
CORRECT?</QUESTION>
<OPTION1>It is responsible for ensuring that business and IT services
provider strategies and plans are closely aligned</OPTION1>
<OPTION2>It is responsible for performing the daily activities needed to
manage IT services and the supporting IT infrastructure</OPTION2>
<OPTION3>It is responsible for managing risks that could seriously impact
IT services</OPTION3>
<OPTION4>It is responsible for allowing users to make use of IT services,
data or other assets</OPTION4>
<ANSWER>It is responsible for performing the daily activities needed to
manage IT services and the supporting IT infrastructure</ANSWER>
</Main>
- <Main>
<QUESTION1>6</QUESTION1>
<QUESTION>Which statement about the scope of Access Management is
CORRECT?</QUESTION>
<OPTION1>It involves the implementation of the policies from Information
Security Management</OPTION1>
<OPTION2>It is applied to any facet of service management that needs to be
closely managed and that can be automated</OPTION2>
<OPTION3>It allows users to make use of IT services, data, or other
assets</OPTION3>
<OPTION4>It ensures that access to services is available at the times that
were agreed upon</OPTION4>
<ANSWER>It involves the implementation of the policies from Information
Security Management</ANSWER>
</Main>
- <Main>
<QUESTION1>7</QUESTION1>
<QUESTION>Which stages of the ITIL framework represent the revolving
lifecycle stages of the lifecycle hub-and-spoke design?</QUESTION>

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<OPTION1>Service Design, Service Transition and Continual Service

Improvement</OPTION1>
<OPTION2>Service Strategy, Service Operation and Continual Service
Improvement</OPTION2>
<OPTION3>Service Design, Service Transition and Service
Operation</OPTION3>
<OPTION4>Service Strategy, Service Design, and Service
Operation</OPTION4>
<ANSWER>Service Design, Service Transition and Service
Operation</ANSWER>
</Main>
- <Main>
<QUESTION1>8</QUESTION1>
<QUESTION>Which aspect of service design is reviewed to make sure that
existing roles and responsibilities have the ability to support a new
service?</QUESTION>
<OPTION1>Design of Service Solutions</OPTION1>
<OPTION2>Design of management information system and tools</OPTION2>
<OPTION3>Design of required processes</OPTION3>
<OPTION4>Design of measurement methods and metrics</OPTION4>
<ANSWER>Design of required processes</ANSWER>
</Main>
- <Main>
<QUESTION1>9</QUESTION1>
<QUESTION>Your organization is in the process of developing multi-level
service agreements. Which of the following is NOT a layer within a multi-
layer service level agreement?</QUESTION>
<OPTION1>Customer Level</OPTION1>
<OPTION2>Corporate Level</OPTION2>
<OPTION3>Service Level</OPTION3>
<OPTION4>Strategic Level</OPTION4>
<ANSWER>Strategic Level</ANSWER>
</Main>
- <Main>
<QUESTION1>10</QUESTION1>
<QUESTION>Which of the following is an example of the management
information systems and tools aspect of Service Design?</QUESTION>
<OPTION1>Customer and User Satisfaction Survey</OPTION1>
<OPTION2>Service Catalogue</OPTION2>
<OPTION3>Financial Information and Budgets</OPTION3>
<OPTION4>Service Level Agreements</OPTION4>
<ANSWER>Service Catalogue</ANSWER>
</Main>
- <Main>
<QUESTION1>11</QUESTION1>
<QUESTION>Which aspect of Availability is a measure of how long an IT
service can perform its agreed function without interruption?
</QUESTION>
<OPTION1>Maintainability</OPTION1>
<OPTION2>Reliability</OPTION2>
<OPTION3>Availability</OPTION3>
<OPTION4>Serviceability</OPTION4>
<ANSWER>Reliability</ANSWER>

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</Main>
- <Main>
<QUESTION1>12</QUESTION1>
<QUESTION>Which of the following is the BEST description of a service?
</QUESTION>
<OPTION1>A structured collection of activities that are intended to achieve
a specific goal</OPTION1>
<OPTION2>A way of delivering value to customers by helping to bring about
results customers want to accomplish without owning the specific costs
and risks</OPTION2>
<OPTION3>Any capability or resource used by a service provider to provide
utility and warranty to a customer</OPTION3>
<OPTION4>Any capability or resource used by a customer to accomplish a
business result</OPTION4>
<ANSWER>A way of delivering value to customers by helping to bring about
results customers want to accomplish without owning the specific costs
and risks</ANSWER>
</Main>
- <Main>
<QUESTION1>13</QUESTION1>
<QUESTION>Which of the following resource can be used to indicate a
breach to a service level target?</QUESTION>
<OPTION1>Authority Matrix</OPTION1>
<OPTION2>RACI Matrix</OPTION2>
<OPTION3>Pareto Chart</OPTION3>
<OPTION4>Service Level Agreement Monitoring (SLAM) chart</OPTION4>
<ANSWER>Service Level Agreement Monitoring (SLAM) chart</ANSWER>
</Main>
- <Main>
<QUESTION1>14</QUESTION1>
<QUESTION>Which type of service change is BEST described as a pre-
authorized change that is low risk, relatively common, and follows a
procedure or work instruction?</QUESTION>
<OPTION1>Standard Change</OPTION1>
<OPTION2>Minor Change</OPTION2>
<OPTION3>Normal Change</OPTION3>
<OPTION4>Emergency Change</OPTION4>
<ANSWER>Standard Change</ANSWER>
</Main>
- <Main>
<QUESTION1>15</QUESTION1>
<QUESTION>Which design feature for vital business functions (VBF) refers
to an approach used to provide maximum availability of an IT service?
</QUESTION>
<OPTION1>Fault Tolerance</OPTION1>
<OPTION2>Continuous Availability</OPTION2>
<OPTION3>High Availability</OPTION3>
<OPTION4>Continuous Operation</OPTION4>
<ANSWER>Continuous Availability</ANSWER>
</Main>
- <Main>
<QUESTION1>16</QUESTION1>
<QUESTION>Which of the following is a major Service Design aspect?

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</QUESTION>
<OPTION1>Strategies and Strategic Plans</OPTION1>
<OPTION2>Request for Changes (RFCs) to resolve operational
issues</OPTION2>
<OPTION3>Management Information System and Tools</OPTION3>
<OPTION4>Service Level Agreements (SLA)</OPTION4>
<ANSWER>Management Information System and Tools</ANSWER>
</Main>
- <Main>
<QUESTION1>17</QUESTION1>
<QUESTION>Which of the following Service Design aspects specifically
include the Service Catalogue?</QUESTION>
<OPTION1>Design of Technology and Management Architectures</OPTION1>
<OPTION2>Design of Measurement Methods and Metrics</OPTION2>
<OPTION3>Design of Management Information System and
Tools</OPTION3>
<OPTION4>Design of Service Solutions</OPTION4>
<ANSWER>Design of Service Solutions</ANSWER>
</Main>
- <Main>
<QUESTION1>18</QUESTION1>
<QUESTION>Which of the following activities are included in IT Operations
Management?</QUESTION>
<OPTION1>Access Management and IT Service Continuity Management
(ITSCM)</OPTION1>
<OPTION2>Application Service Provider (ASP) and Facilities
Management</OPTION2>
<OPTION3>IT Service Management (ITSM) and Release and Deployment
Management</OPTION3>
<OPTION4>IT Operations Control and Facilities Management</OPTION4>
<ANSWER>IT Operations Control and Facilities Management</ANSWER>
</Main>
- <Main>
<QUESTION1>19</QUESTION1>
<QUESTION>Which of the following BEST describes an alert?</QUESTION>
<OPTION1>A design flaw or malfunction that causes a failure of one or more
IT services or other configuration items (CIs)</OPTION1>
<OPTION2>A notification that a threshold has been reached, something has
changed, or a failure has occurred</OPTION2>
<OPTION3>An unplanned interruption to an IT service or a reduction in the
quality of an IT service</OPTION3>
<OPTION4>A change of state that has significance for the management of an
IT service or other configuration item (CI)</OPTION4>
<ANSWER>A notification that a threshold has been reached, something has
changed, or a failure has occurred</ANSWER>
</Main>
- <Main>
<QUESTION1>20</QUESTION1>
<QUESTION>Which of the following is responsible for negotiating
agreements between the service provider and customer, as well as
ensuring that these agreements are met?</QUESTION>
<OPTION1>Supplier Management</OPTION1>
<OPTION2>Service Level Agreement (SLA)</OPTION2>

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<OPTION3>Demand Management</OPTION3>
<OPTION4>Service Level Management (SLM)</OPTION4>
<ANSWER>Service Level Management (SLM)</ANSWER>
</Main>
- <Main>
<QUESTION1>21</QUESTION1>
<QUESTION>Which of the following is the BEST description of a function?
</QUESTION>
<OPTION1>A team or group of people and the tools they use to carry out
one or more processes or activities</OPTION1>
<OPTION2>A structured set of activities designed to accomplish a specific
objective</OPTION2>
<OPTION3>A temporary organization, with people and other assets required
to achieve an objective or other outcome</OPTION3>
<OPTION4>A connection or interaction between the IT service provider and
the business</OPTION4>
<ANSWER>A team or group of people and the tools they use to carry out one
or more processes or activities</ANSWER>
</Main>
- <Main>
<QUESTION1>22</QUESTION1>
<QUESTION>Which of the following is one of the five major Service Design
aspects?</QUESTION>
<OPTION1>Measurement Methods and Metrics</OPTION1>
<OPTION2>Standard Operating Procedures</OPTION2>
<OPTION3>Vital Business Function</OPTION3>
<OPTION4>Shared Service Unit</OPTION4>
<ANSWER>Measurement Methods and Metrics</ANSWER>
</Main>
- <Main>
<QUESTION1>23</QUESTION1>
<QUESTION>What do the four P’s of Service Design represent?</QUESTION>
<OPTION1>People, Process, Principles and Profit</OPTION1>
<OPTION2>People, Process, Products, and Projects</OPTION2>
<OPTION3>People, Process, Products and Partners</OPTION3>
<OPTION4>People, Process, Principles and Partners</OPTION4>
<ANSWER>People, Process, Products and Partners</ANSWER>
</Main>
- <Main>
<QUESTION1>24</QUESTION1>
<QUESTION>What is the purpose of Service Operation?</QUESTION>
<OPTION1>To ensure that new, modified, or retired services meet the
expectations of the business as documented in the service strategy and
service design stages of the lifecycle</OPTION1>
<OPTION2>To plan out the services, governing practices, processes, and
policies required to realize the service provider’s strategy and to facilitate
the introduction of services into supported environments</OPTION2>
<OPTION3>To define the perspective, position, plans, and patterns that a
service provider needs to execute to meet an organization’s business
outcomes</OPTION3>
<OPTION4>To coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and
customers</OPTION4>

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<ANSWER>To coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and
customers</ANSWER>
</Main>
- <Main>
<QUESTION1>25</QUESTION1>
<QUESTION>Which of the following is used to manage the lifecycle of a
single change?</QUESTION>
<OPTION1>Request for Change (RFC)</OPTION1>
<OPTION2>Standard Change</OPTION2>
<OPTION3>Change Model</OPTION3>
<OPTION4>Change Record</OPTION4>
<ANSWER>Change Record</ANSWER>
</Main>
- <Main>
<QUESTION1>26</QUESTION1>
<QUESTION>Which of the following does NOT describe Application
Management?</QUESTION>
<OPTION1>It helps to decide if an application will be bought or
built</OPTION1>
<OPTION2>It is the software that provides functions that are required by an
IT service</OPTION2>
<OPTION3>Any department, group or team that is involved in managing and
supporting operational applications can execute this function</OPTION3>
<OPTION4>It is the function that is responsible for managing applications
throughout their lifecycle</OPTION4>
<ANSWER>It is the software that provides functions that are required by an
IT service</ANSWER>
</Main>
- <Main>
<QUESTION1>27</QUESTION1>
<QUESTION>Which of the following aspects of Service Management would
be included in the scope of Event Management?</QUESTION>
<OPTION1>Configuration items (CIs)</OPTION1>
<OPTION2>Environmental conditions</OPTION2>
<OPTION3>Security</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>28</QUESTION1>
<QUESTION>Which of the following is an interface with Incident
Management from the Service Design stage of the Service lifecycle?
</QUESTION>
<OPTION1>Service Level Management (SLM)</OPTION1>
<OPTION2>Access Management</OPTION2>
<OPTION3>Problem Management</OPTION3>
<OPTION4>Change Management</OPTION4>
<ANSWER>Service Level Management (SLM)</ANSWER>
</Main>
- <Main>
<QUESTION1>29</QUESTION1>
<QUESTION>What is the purpose of Continual Service Improvement (CSI)?

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</QUESTION>
<OPTION1>To ensure that new, modified or retired services meet the
expectations of the business as documented in the Service Strategy and
Service Design stages of the lifecycle</OPTION1>
<OPTION2>To plan out the services, governing practices, processes and
policies required to realize the service provider’s strategy and to facilitate
the introduction of service into supported environments</OPTION2>
<OPTION3>To coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and
customers</OPTION3>
<OPTION4>To ensure that IT services are aligned with changing business
needs by identifying and implementing enhancements to IT services that
support business processes</OPTION4>
<ANSWER>To ensure that IT services are aligned with changing business
needs by identifying and implementing enhancements to IT services that
support business processes</ANSWER>
</Main>
- <Main>
<QUESTION1>30</QUESTION1>
<QUESTION>Which of the following statements about Serviceability is
CORRECT?</QUESTION>
<OPTION1>Customers require Service Level Agreements (SLAs) containing
reliability targets</OPTION1>
<OPTION2>Maintainability is the primary service target within SLAs for the
business and customers availability</OPTION2>
<OPTION3>Reliability and Maintainability targets within Operational Level
Agreements (OLAs) should refer to the end-to-end service</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>Reliability and Maintainability targets within Operational Level
Agreements (OLAs) should refer to the end-to-end service</ANSWER>
</Main>
- <Main>
<QUESTION1>31</QUESTION1>
<QUESTION>Which of the following is MOST strategically focused on
achieving service levels?</QUESTION>
<OPTION1>IT Operations Management</OPTION1>
<OPTION2>Release and Deployment Management</OPTION2>
<OPTION3>Business Relationship Management</OPTION3>
<OPTION4>Service Level Management (SLM)</OPTION4>
<ANSWER>Business Relationship Management</ANSWER>
</Main>
- <Main>
<QUESTION1>32</QUESTION1>
<QUESTION>Which type of external stakeholder of an IT service provider is
the person or group who defines and agrees to the service level targets?
</QUESTION>
<OPTION1>Suppliers</OPTION1>
<OPTION2>Customers</OPTION2>
<OPTION3>Vendor</OPTION3>
<OPTION4>Users</OPTION4>
<ANSWER>Customers</ANSWER>
</Main>
- <Main>

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<QUESTION1>33</QUESTION1>
<QUESTION>Which of the following is a value that is a result of
implementing good Service Transition?</QUESTION>
<OPTION1>Reduced frequency and duration of service outages</OPTION1>
<OPTION2>Allows the service provider to promptly and effectively respond
to changes in the business environment</OPTION2>
<OPTION3>Improved quality of service</OPTION3>
<OPTION4>Improved control of service assets and
configurations</OPTION4>
<ANSWER>Improved control of service assets and configurations</ANSWER>
</Main>
- <Main>
<QUESTION1>34</QUESTION1>
<QUESTION>Service desks can be structured in many ways. How would a
Centralized Service Desk be described?</QUESTION>
<OPTION1>Several Service Desks merged into a single location</OPTION1>
<OPTION2>A Service Desk that gives the impression that it is a single
centralized Service Desk, but in fact the personnel are scattered or
located in any number (or type) of geographical locations</OPTION2>
<OPTION3>A Service Desk that includes two or more geographically
dispersed Service Desks and provides 24-hour follow-the-sun
service</OPTION3>
<OPTION4>A Service Desk that is co-located within, or that is physically
located to, the users it serves</OPTION4>
<ANSWER>Several Service Desks merged into a single location</ANSWER>
</Main>
- <Main>
<QUESTION1>35</QUESTION1>
<QUESTION>Which step of the Continual Service Improvement (CSI)
approach involves implementing IT Service Management (ITSM)
processes?</QUESTION>
<OPTION1>Where are we now?</OPTION1>
<OPTION2>How do we get there?</OPTION2>
<OPTION3>Where do we want to be?</OPTION3>
<OPTION4>How do we keep the momentum going?</OPTION4>
<ANSWER>How do we get there?</ANSWER>
</Main>
- <Main>
<QUESTION1>36</QUESTION1>
<QUESTION>What can Service Automation improve?</QUESTION>
<OPTION1>Accounting and Agreement</OPTION1>
<OPTION2>Environment and Partnership</OPTION2>
<OPTION3>Input and Output</OPTION3>
<OPTION4>Utility and Warranty</OPTION4>
<ANSWER>Utility and Warranty</ANSWER>
</Main>
- <Main>
<QUESTION1>37</QUESTION1>
<QUESTION>Which of the following is a responsibility of the process
practitioner?</QUESTION>
<OPTION1>Creating or updating records to prove that activities have been
carried out correctly</OPTION1>
<OPTION2>Supplying goods or services that are required to deliver IT

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Services</OPTION2>
<OPTION3>Managing the lifecycle of all incidents</OPTION3>
<OPTION4>Appointing people to the required roles</OPTION4>
<ANSWER>Creating or updating records to prove that activities have been
carried out correctly</ANSWER>
</Main>
- <Main>
<QUESTION1>38</QUESTION1>
<QUESTION>Which statements about the Service Knowledge Management
System (SKMS) are CORRECT?</QUESTION>
<OPTION1>Configuration data is stored in the configuration Management
Database (CMDB), which is fed through the Configuration Management
System (CMS) to the SKMS.</OPTION1>
<OPTION2>The CMS is part of the SKMS</OPTION2>
<OPTION3>The SKMS provides support for making informed decision and
delivering services</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>39</QUESTION1>
<QUESTION>Which of the following is the purpose of Change Management?
</QUESTION>
<OPTION1>To ensure that changes are documented and
analyzed.</OPTION1>
<OPTION2>To make effective use of overall risk by accepting potentially
beneficial risks</OPTION2>
<OPTION3>To ensure that requests for change align with the business
needs of the service</OPTION3>
<OPTION4>To ensure beneficial changes to be made with minimum
disruption to IT Services</OPTION4>
<ANSWER>To ensure beneficial changes to be made with minimum
disruption to IT Services</ANSWER>
</Main>
- <Main>
<QUESTION1>40</QUESTION1>
<QUESTION>Which of the following is NOT an output of Service Level
Management (SLM)?</QUESTION>
<OPTION1>Service Improvement Plan (SIP)</OPTION1>
<OPTION2>Update to Request for Changes (RFCs)</OPTION2>
<OPTION3>Up-to-date Service Portfolio</OPTION3>
<OPTION4>Updated requirements for Underpinning Contracts</OPTION4>
<ANSWER>Up-to-date Service Portfolio</ANSWER>
</Main>
- <Main>
<QUESTION1>41</QUESTION1>
<QUESTION>Which of the following is NOT a characteristic of value as
created through Services?</QUESTION>
<OPTION1>Value is defined by the Service Provider</OPTION1>
<OPTION2>Affordable mix of features</OPTION2>
<OPTION3>Value changes over time and circumstance</OPTION3>
<OPTION4>Achievement of objectives</OPTION4>
<ANSWER>Value is defined by the Service Provider</ANSWER>

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</Main>
- <Main>
<QUESTION1>42</QUESTION1>
<QUESTION>Which of the following contains details of current and historic
usage of IT Service and Components and also includes scenarios
predicting business demands?</QUESTION>
<OPTION1>Configuration Management System</OPTION1>
<OPTION2>Capacity Plan</OPTION2>
<OPTION3>Configuration Baseline</OPTION3>
<OPTION4>Charter</OPTION4>
<ANSWER>Capacity Plan</ANSWER>
</Main>
- <Main>
<QUESTION1>43</QUESTION1>
<QUESTION>Which of the following is defined as the underlying cause of
one of more unplanned interruptions to an IT Service?</QUESTION>
<OPTION1>Incident</OPTION1>
<OPTION2>Workaround</OPTION2>
<OPTION3>Problem</OPTION3>
<OPTION4>Event</OPTION4>
<ANSWER>Problem</ANSWER>
</Main>
- <Main>
<QUESTION1>44</QUESTION1>
<QUESTION>What is the MAIN responsibility of the Service Owner?
</QUESTION>
<OPTION1>Communicate process information or changes as appropriate to
ensure awareness</OPTION1>
<OPTION2>Define all aspects of an IT Service and its requirements
throughout each stage of its lifecycle</OPTION2>
<OPTION3>Provide the overall management of all IT Services</OPTION3>
<OPTION4>Deliver a specific IT Service</OPTION4>
<ANSWER>Deliver a specific IT Service</ANSWER>
</Main>
- <Main>
<QUESTION1>45</QUESTION1>
<QUESTION>Which of the following is the BEST description of IT Service
Management?</QUESTION>
<OPTION1>The implementation and Management of quality IT Services that
meet the needs of the business</OPTION1>
<OPTION2>An approach that emphasizes the importance of coordination
and control across the various functions, processes and systems
necessary to manage the full lifecycle of IT Services</OPTION2>
<OPTION3>The framework of policy, processes, standards, guidelines and
tools that ensures an organization can achieve its Information Security
Management objectives</OPTION3>
<OPTION4>A set of specialized organizational capabilities for providing
value to customers in the form of Services</OPTION4>
<ANSWER>The implementation and Management of quality IT Services that
meet the needs of the business</ANSWER>
</Main>
- <Main>
<QUESTION1>46</QUESTION1>

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<QUESTION>Which of the following describes the “R” in RACI?</QUESTION>

<OPTION1>The person or people responsible for getting the job
done</OPTION1>
<OPTION2>The person who controls quality and the end results</OPTION2>
<OPTION3>The people who are sought after for information and
advice</OPTION3>
<OPTION4>People who are kept up to date on progress</OPTION4>
<ANSWER>The person or people responsible for getting the job
done</ANSWER>
</Main>
- <Main>
<QUESTION1>47</QUESTION1>
<QUESTION>Continual Service Improvement (CSI) uses various types of
metrics to support its activities. Which type of metric is frequently
associated with application-based metrics?</QUESTION>
<OPTION1>Process metrics</OPTION1>
<OPTION2>Technology metrics</OPTION2>
<OPTION3>Service metrics</OPTION3>
<OPTION4>Improvement metrics</OPTION4>
<ANSWER>Technology metrics</ANSWER>
</Main>
- <Main>
<QUESTION1>48</QUESTION1>
<QUESTION>Which of the following is the purpose of the Request Fulfillment
process?</QUESTION>
<OPTION1>To provide users with information on service availability and the
required steps to obtain them</OPTION1>
<OPTION2>To manage the lifecycle of all Service Requests from
users</OPTION2>
<OPTION3>To allow users to make use of IT Services, data or other
assets</OPTION3>
<OPTION4>To ensure that normal service operation is restored as quickly
and the business impact is minimized</OPTION4>
<ANSWER>To manage the lifecycle of all Service Requests from
users</ANSWER>
</Main>
- <Main>
<QUESTION1>49</QUESTION1>
<QUESTION>As a category, Event are of ____________types</QUESTION>
<OPTION1>Exception</OPTION1>
<OPTION2>Informational</OPTION2>
<OPTION3>Informational and exceptions</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Informational and exceptions</ANSWER>
</Main>
- <Main>
<QUESTION1>50</QUESTION1>
<QUESTION>In event notification, a device is interrogated by a management
tool, which collects certain targeted data. This is called
polling</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>

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</Main>
- <Main>
<QUESTION1>51</QUESTION1>
<QUESTION>Significance of the events can be categorized as:</QUESTION>
<OPTION1>Informational</OPTION1>
<OPTION2>Warning</OPTION2>
<OPTION3>Exception</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>52</QUESTION1>
<QUESTION>For your Event Management to be effective, it should be
designed during:</QUESTION>
<OPTION1>Service Strategy</OPTION1>
<OPTION2>Service Design</OPTION2>
<OPTION3>Service Operation</OPTION3>
<OPTION4>Service Transition</OPTION4>
<ANSWER>Service Design</ANSWER>
</Main>
- <Main>
<QUESTION1>53</QUESTION1>
<QUESTION>Failed CI cannot be called as incident if service performance
does not degrade</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>False</ANSWER>
</Main>
- <Main>
<QUESTION1>54</QUESTION1>
<QUESTION>Incidents can be logged by</QUESTION>
<OPTION1>Technical Staff</OPTION1>
<OPTION2>User</OPTION2>
<OPTION3>Service Desk</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>55</QUESTION1>
<QUESTION>Focus of Incident Management is on</QUESTION>
<OPTION1>Permanent resolution</OPTION1>
<OPTION2>Find the cause and fix it</OPTION2>
<OPTION3>Restore ASAP (AS early As Possible)</OPTION3>
<OPTION4>Make necessary changes in infrastructure</OPTION4>
<ANSWER>Restore ASAP (AS early As Possible)</ANSWER>
</Main>
- <Main>
<QUESTION1>56</QUESTION1>
<QUESTION>Incident Management team is exempted to follow Change
Management process because they are supposed to fix the reported
issues and in the process of fixing the issues, they are required to make
necessary changes</QUESTION>

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<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>False</ANSWER>
</Main>
- <Main>
<QUESTION1>57</QUESTION1>
<QUESTION>Urgency, Severity, Impact and Priority is related
as</QUESTION>
<OPTION1>Urgency = Priority X Impact</OPTION1>
<OPTION2>Priority = Urgency X Impact</OPTION2>
<OPTION3>Severity = Impact X Priority</OPTION3>
<OPTION4>All are incorrect</OPTION4>
<ANSWER>Priority = Urgency X Impact</ANSWER>
</Main>
- <Main>
<QUESTION1>58</QUESTION1>
<QUESTION>Category in Incident management and category in Problem
Management should be</QUESTION>
<OPTION1>Can be different</OPTION1>
<OPTION2>Doesn’t matter</OPTION2>
<OPTION3>Same</OPTION3>
<OPTION4>They are independent</OPTION4>
<ANSWER>Same</ANSWER>
</Main>
- <Main>
<QUESTION1>59</QUESTION1>
<QUESTION>Primary interface with Request fulfillment process is as
below</QUESTION>
<OPTION1>Service Desk – Incident – Problem and Change</OPTION1>
<OPTION2>Incident – Problem – Change and Release</OPTION2>
<OPTION3>Incident – Capacity – Availability and Service Level Management
(SLM)</OPTION3>
<OPTION4>Incident – Release and Configuration Management</OPTION4>
<ANSWER>Incident – Release and Configuration Management</ANSWER>
</Main>
- <Main>
<QUESTION1>60</QUESTION1>
<QUESTION>Challenges faced by Request Fulfillment process come from
which combination</QUESTION>
<OPTION1>People and Process</OPTION1>
<OPTION2>Process and Technology</OPTION2>
<OPTION3>People and Technology</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Process and Technology</ANSWER>
</Main>
- <Main>
<QUESTION1>61</QUESTION1>
<QUESTION>As per ITIL, a ‘problem’ is defined as the case of one or more
incidents</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>

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</Main>
- <Main>
<QUESTION1>62</QUESTION1>
<QUESTION>Two major processes for Problem Management
are</QUESTION>
<OPTION1>Error Control and Problem Control</OPTION1>
<OPTION2>Reactive and Proactive</OPTION2>
<OPTION3>Error Control and Proactive</OPTION3>
<OPTION4>Problem Control and Reactive</OPTION4>
<ANSWER>Reactive and Proactive</ANSWER>
</Main>
- <Main>
<QUESTION1>63</QUESTION1>
<QUESTION>Known Error database should be owned by</QUESTION>
<OPTION1>Configuration Management as part of CMDB</OPTION1>
<OPTION2>Knowledge Management as part of SKMS</OPTION2>
<OPTION3>Problem Management</OPTION3>
<OPTION4>Should be owned by Tools group or KM team</OPTION4>
<ANSWER>Problem Management</ANSWER>
</Main>
- <Main>
<QUESTION1>64</QUESTION1>
<QUESTION>In Service Transition phase, Problem Management interacts
with</QUESTION>
<OPTION1>Change Management</OPTION1>
<OPTION2>Configuration Management</OPTION2>
<OPTION3>Release and Deployment Management</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>65</QUESTION1>
<QUESTION>In Service Design, Problem Management deals
with</QUESTION>
<OPTION1>Supplier Management</OPTION1>
<OPTION2>Transition Planning and Support</OPTION2>
<OPTION3>Security Management</OPTION3>
<OPTION4>Capacity Management</OPTION4>
<ANSWER>Capacity Management</ANSWER>
</Main>
- <Main>
<QUESTION1>66</QUESTION1>
<QUESTION>Access Management process is subset of the Availability
Management process, whose objective is to ensure that all those
authorized should have access to the documents and
information:</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>False</ANSWER>
</Main>
- <Main>
<QUESTION1>67</QUESTION1>

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<QUESTION>Service Operations team is accountable to find CI discrepancies

while working on day to day basis</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>False</ANSWER>
</Main>
- <Main>
<QUESTION1>68</QUESTION1>
<QUESTION>Service Operations team is supposed to update the CI status
and details based on</QUESTION>
<OPTION1>Operations Manager’s approval</OPTION1>
<OPTION2>Configuration Manager’s approval</OPTION2>
<OPTION3>Incident Manager’s approval</OPTION3>
<OPTION4>Operations Management function</OPTION4>
<ANSWER>Configuration Manager’s approval</ANSWER>
</Main>
- <Main>
<QUESTION1>69</QUESTION1>
<QUESTION>Monitoring is performed by Service Operations teams, involved
processes are:</QUESTION>
<OPTION1>Supplier – Service Level Management (SLM) – Service
Reporting</OPTION1>
<OPTION2>Event – Capacity – Availability</OPTION2>
<OPTION3>SLM – Incident – Problem</OPTION3>
<OPTION4>Change – Validation – Release</OPTION4>
<ANSWER>Event – Capacity – Availability</ANSWER>
</Main>
- <Main>
<QUESTION1>70</QUESTION1>
<QUESTION>Technical Management function has two
responsibilities</QUESTION>
<OPTION1>Build technical knowledge and deploy resources to support ITSM
lifecycle</OPTION1>
<OPTION2>Custodian of technical knowledge and owners of technically
competent resource pool</OPTION2>
<OPTION3>Custodian of technical knowledge and deploy resources to
support ITSM lifecycle</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Custodian of technical knowledge and deploy resources to
support ITSM lifecycle</ANSWER>
</Main>
- <Main>
<QUESTION1>71</QUESTION1>
<QUESTION>Discovery tools are used to</QUESTION>
<OPTION1>Discover issues in the service line</OPTION1>
<OPTION2>Populate and verify the CMS data and to assist in license
management</OPTION2>
<OPTION3>Discuss CI attributes of all the CI not live in the
network</OPTION3>
<OPTION4>Establish and / or confirm the scope of the service
landscape</OPTION4>
<ANSWER>Populate and verify the CMS data and to assist in license
management</ANSWER>

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</Main>
- <Main>
<QUESTION1>72</QUESTION1>
<QUESTION>Critical Success factors of Service Operations are</QUESTION>
<OPTION1>Management Support</OPTION1>
<OPTION2>Business Support</OPTION2>
<OPTION3>Staffing Support</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>73</QUESTION1>
<QUESTION>Effectiveness and Efficiency is the driver in every facet of the
service operations, which of the following statement is true – 1. A
measure of whether the objective has been achieved is called
effectiveness, 2. A measure of whether right amount of resources has
been used to deliver an output is called efficiency</QUESTION>
<OPTION1>Both 1 and 2 are correct</OPTION1>
<OPTION2>Both 1 and 2 are incorrect</OPTION2>
<OPTION3>Statement 1 is correct</OPTION3>
<OPTION4>Statement 2 is correct</OPTION4>
<ANSWER>Both 1 and 2 are correct</ANSWER>
</Main>
- <Main>
<QUESTION1>74</QUESTION1>
<QUESTION>Failure of a Configuration Item not resulting in disruption of
service is also called as an incident</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>75</QUESTION1>
<QUESTION>Knowledge Base and Known Error Database is
same</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>False</ANSWER>
</Main>
- <Main>
<QUESTION1>76</QUESTION1>
<QUESTION>Which of the statements are wrong:</QUESTION>
<OPTION1>MTBF = Mean time Between Failures</OPTION1>
<OPTION2>MTTR = Mean time to Repair</OPTION2>
<OPTION3>MTTR = Mean time to Restore Service</OPTION3>
<OPTION4>MTBSI = Mean time Between System Incidents</OPTION4>
<ANSWER>MTTR = Mean time to Restore Service</ANSWER>
</Main>
- <Main>
<QUESTION1>77</QUESTION1>
<QUESTION>Writing of an equal amount of an asset’s value each year,
usually a fixed percentage of cost, is known as …….</QUESTION>

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<OPTION1>Transfer cost</OPTION1>
<OPTION2>Discounted cash flow</OPTION2>
<OPTION3>Net Book Value</OPTION3>
<OPTION4>Depreciating</OPTION4>
<ANSWER>Depreciating</ANSWER>
</Main>
- <Main>
<QUESTION1>78</QUESTION1>
<QUESTION>Utility and Warranty can be explained as Increases
performance average and Reduces performance variation</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>79</QUESTION1>
<QUESTION>Utility is explained as</QUESTION>
<OPTION1>It increases gain and it reduces pain</OPTION1>
<OPTION2>It increases gain or it reduces pain</OPTION2>
<OPTION3>It creates a balance between gain and pain</OPTION3>
<OPTION4>None of the above statement is correct explanation</OPTION4>
<ANSWER>It increases gain or it reduces pain</ANSWER>
</Main>
- <Main>
<QUESTION1>80</QUESTION1>
<QUESTION>Four P’s of Service Strategy are</QUESTION>
<OPTION1>Perspective - Positions - Plan and Pattern</OPTION1>
<OPTION2>Product - Price - Position and Perception</OPTION2>
<OPTION3>Product - Plan - Price and Position</OPTION3>
<OPTION4>Perspective - Perception - Position and Price</OPTION4>
<ANSWER>Perspective - Positions - Plan and Pattern</ANSWER>
</Main>
- <Main>
<QUESTION1>81</QUESTION1>
<QUESTION>Financial Management is responsible for</QUESTION>
<OPTION1>Budgeting</OPTION1>
<OPTION2>Accounting</OPTION2>
<OPTION3>Charging</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>82</QUESTION1>
<QUESTION>Analyzing Pattern of Business Activity is responsibility
of</QUESTION>
<OPTION1>Demand Management</OPTION1>
<OPTION2>Service Level Management</OPTION2>
<OPTION3>Service Portfolio Management</OPTION3>
<OPTION4>Capacity Management</OPTION4>
<ANSWER>Demand Management</ANSWER>
</Main>
- <Main>

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<QUESTION1>83</QUESTION1>
<QUESTION>Service Portfolio categorizes the risk in to following
categories</QUESTION>
<OPTION1>Grow the business</OPTION1>
<OPTION2>Run the business</OPTION2>
<OPTION3>Transform the business</OPTION3>
<OPTION4>All of the Above</OPTION4>
<ANSWER>All of the Above</ANSWER>
</Main>
- <Main>
<QUESTION1>84</QUESTION1>
<QUESTION>Outcome of existing Service Portfolio analysis leads
to</QUESTION>
<OPTION1>Retain and Replace</OPTION1>
<OPTION2>Rationalize and Refactor</OPTION2>
<OPTION3>Renew and Retire</OPTION3>
<OPTION4>All of the Above</OPTION4>
<ANSWER>All of the Above</ANSWER>
</Main>
- <Main>
<QUESTION1>85</QUESTION1>
<QUESTION>Service Portfolio is sum of</QUESTION>
<OPTION1>Service Pipeline and Service Catalogue</OPTION1>
<OPTION2>Service Design and Service Strategy</OPTION2>
<OPTION3>Service Catalogue and Service Design</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Service Pipeline and Service Catalogue</ANSWER>
</Main>
- <Main>
<QUESTION1>86</QUESTION1>
<QUESTION>Which of the following statements about the Service Owner is
INCORRECT?</QUESTION>
<OPTION1>Carries out the day-to-day monitoring and operation of the
service they own</OPTION1>
<OPTION2>Contributes to continual improvement affecting the service they
own</OPTION2>
<OPTION3>Is a stakeholder in all of the IT processes which support the
service they own</OPTION3>
<OPTION4>Is accountable for a specific service within an
organization</OPTION4>
<ANSWER>Is accountable for a specific service within an
organization</ANSWER>
</Main>
- <Main>
<QUESTION1>87</QUESTION1>
<QUESTION>Demand Management is about</QUESTION>
<OPTION1>Understanding the Pattern of Business Activity (PBA)</OPTION1>
<OPTION2>Influencing demand</OPTION2>
<OPTION3>Both of them</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Both of them</ANSWER>
</Main>

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- <Main>
<QUESTION1>88</QUESTION1>
<QUESTION>Continual Service Improvement expect all Service Managers to
identify and differentiate between two basic role:</QUESTION>
<OPTION1>Productions Vs Operations</OPTION1>
<OPTION2>Productions Vs Project</OPTION2>
<OPTION3>Operations Vs Project</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Productions Vs Project</ANSWER>
</Main>
- <Main>
<QUESTION1>89</QUESTION1>
<QUESTION>Core Objective of Service Improvement should be:</QUESTION>
<OPTION1>Increasing Efficiency</OPTION1>
<OPTION2>Maximizing Effectiveness</OPTION2>
<OPTION3>Optimizing cost of services and underlying ITSM
process</OPTION3>
<OPTION4>All the above</OPTION4>
<ANSWER>All the above</ANSWER>
</Main>
- <Main>
<QUESTION1>90</QUESTION1>
<QUESTION>Improvement cannot be achieved without clear and
unambiguous accountabilities</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>91</QUESTION1>
<QUESTION>In Continual Service Improvement (CSI), Deming cycle is
critical at following points</QUESTION>
<OPTION1>Implementation of CSI</OPTION1>
<OPTION2>Application of CSI to services and service management
process</OPTION2>
<OPTION3>Both of the above</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Both of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>92</QUESTION1>
<QUESTION>Your measurement framework should address following as,
basic reason to monitor and measure</QUESTION>
<OPTION1>Validate, direct, intervene and justify</OPTION1>
<OPTION2>Verify, improve, review and update</OPTION2>
<OPTION3>Review, improve, verify and validate</OPTION3>
<OPTION4>Validate, review, improve and measure</OPTION4>
<ANSWER>Validate, direct, intervene and justify</ANSWER>
</Main>
- <Main>
<QUESTION1>93</QUESTION1>
<QUESTION>ITIL is compliant to following ISO models:</QUESTION>

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<OPTION1>ISO20000</OPTION1>
<OPTION2>ISO27000</OPTION2>
<OPTION3>ISO19770</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>None of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>94</QUESTION1>
<QUESTION>To Support Continual Service Improvement (CSI) activities,
organization needs to collect following types of metrics</QUESTION>
<OPTION1>Technology, Process and Service</OPTION1>
<OPTION2>People, Process and Technology</OPTION2>
<OPTION3>People, Process and Partner</OPTION3>
<OPTION4>Service, Technology and People</OPTION4>
<ANSWER>Technology, Process and Service</ANSWER>
</Main>
- <Main>
<QUESTION1>95</QUESTION1>
<QUESTION>Service Reporting is responsibility of</QUESTION>
<OPTION1>Service Reporting Process</OPTION1>
<OPTION2>Service Level Management</OPTION2>
<OPTION3>Both of the above</OPTION3>
<OPTION4>None</OPTION4>
<ANSWER>Both of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>96</QUESTION1>
<QUESTION>What are various cost involved in Continual Service
Improvement (CSI) implementation</QUESTION>
<OPTION1>Labor Cost and expertise cost</OPTION1>
<OPTION2>Tooling cost and training cost</OPTION2>
<OPTION3>Both of the above</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Both of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>97</QUESTION1>
<QUESTION>Which of the following do Technology Metrics measure?
</QUESTION>
<OPTION1>Components</OPTION1>
<OPTION2>Processes</OPTION2>
<OPTION3>The end to end service</OPTION3>
<OPTION4>Customer Satisfaction</OPTION4>
<ANSWER>Components</ANSWER>
</Main>
- <Main>
<QUESTION1>98</QUESTION1>
<QUESTION>Which of the following do Service Metrics measure?
</QUESTION>
<OPTION1>Processes and functions</OPTION1>
<OPTION2>Maturity and cost</OPTION2>
<OPTION3>The end to end service</OPTION3>

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<OPTION4>Infrastructure availability</OPTION4>
<ANSWER>The end to end service</ANSWER>
</Main>
- <Main>
<QUESTION1>99</QUESTION1>
<QUESTION>Which of these is the correct set of steps for the Continual
Service Improvement Model?</QUESTION>
<OPTION1>Devise a strategy; Design the Solution; Transition into
Production; Operate the Solution; Continually Improve</OPTION1>
<OPTION2>Where do we want to be?; How do we get there?; How do we
check we arrived?; How do we keep the momentum going?</OPTION2>
<OPTION3>Identify the required business outcomes; Plan how to achieve
the outcomes; Implement the plan; Check the plan has been properly
implemented; Improve the solution</OPTION3>
<OPTION4>What is the vision?; Where are we now?; Where do we want to
be?; How do we get there?; Did we get there?; How do we keep the
momentum going?</OPTION4>
<ANSWER>What is the vision?; Where are we now?; Where do we want to
be?; How do we get there?; Did we get there?; How do we keep the
momentum going?</ANSWER>
</Main>
- <Main>
<QUESTION1>100</QUESTION1>
<QUESTION>An organization has undertaken the first two steps in the 7-
Step Improvement Process, and has found a large gap between what it
believes it SHOULD measure, and what it IS ABLE TO measure. The
organization is in the process of drafting SLAs. What is the BEST way of
dealing with this limited measurement capability in the short to medium
term?</QUESTION>
<OPTION1>SLAs should include targets based on what should be measured;
Monitoring capabilities will then be gradually enhanced to allow the
necessary monitoring and reporting to be introduced</OPTION1>
<OPTION2>Work on the SLAs should be suspended until adequate
monitoring capabilities are available to support the required
targets</OPTION2>
<OPTION3>SLAs should include targets based on what can currently be
measured; SLA targets should be gradually enhanced as increased
monitoring capability becomes available</OPTION3>
<OPTION4>Operational Level Agreements (OLAs) and UCs should be
examined, and targets should be included in the SLA to match those in the
OLAs/UCs</OPTION4>
<ANSWER>SLAs should include targets based on what should be measured;
Monitoring capabilities will then be gradually enhanced to allow the
necessary monitoring and reporting to be introduced</ANSWER>
</Main>
- <Main>
<QUESTION1>101</QUESTION1>
<QUESTION>An important beginning point for highlighting Continual Service
Improvement is perform:</QUESTION>
<OPTION1>Baseline</OPTION1>
<OPTION2>Process Audit</OPTION2>
<OPTION3>Process Assessment</OPTION3>
<OPTION4>Statistical Analysis</OPTION4>
<ANSWER>Baseline</ANSWER>

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</Main>
- <Main>
<QUESTION1>102</QUESTION1>
<QUESTION>Continual Service Improvement is expected to identify faults or
weaknesses in which of the following Lifecycle phases?</QUESTION>
<OPTION1>All phases of the Service Lifecycle</OPTION1>
<OPTION2>All phases of the Lifecycle, except Service Strategy</OPTION2>
<OPTION3>All phases of the Lifecycle, except CSI</OPTION3>
<OPTION4>Service Design, Service Transition and Service Operation
only</OPTION4>
<ANSWER>All phases of the Service Lifecycle</ANSWER>
</Main>
- <Main>
<QUESTION1>103</QUESTION1>
<QUESTION>Which of the following is NOT an aim of the Change
Management process?</QUESTION>
<OPTION1>To ensure the impact of changes are better
understood</OPTION1>
<OPTION2>To ensure standardized methods and procedures are used for
efficient and prompt handling of changes</OPTION2>
<OPTION3>To ensure that all changes to Service Assets and Configuration
Items (CIs) are recorded in the Configuration Management System (CMS)
</OPTION3>
<OPTION4>To deliver and manage IT services at agreed levels to business
users</OPTION4>
<ANSWER>To deliver and manage IT services at agreed levels to business
users</ANSWER>
</Main>
- <Main>
<QUESTION1>104</QUESTION1>
<QUESTION>Identify the processes covered as part of Service Transition?
</QUESTION>
<OPTION1>Change Management, Service Asset and Configuration
Management, Release and Deployment Management</OPTION1>
<OPTION2>Change Management, Capacity Management, Event Management,
Service Request Management</OPTION2>
<OPTION3>Service Level Management, Service Portfolio Management,
Service Asset and Configuration Management</OPTION3>
<OPTION4>Service Asset and Configuration Management, Release and
Deployment Management, Request Fulfillment</OPTION4>
<ANSWER>Change Management, Service Asset and Configuration
Management, Release and Deployment Management</ANSWER>
</Main>
- <Main>
<QUESTION1>105</QUESTION1>
<QUESTION>Most important activity of Change Management is</QUESTION>
<OPTION1>Change Impact Assessment</OPTION1>
<OPTION2>Deploying Change</OPTION2>
<OPTION3>Managing CI during change process</OPTION3>
<OPTION4>Managing Known error</OPTION4>
<ANSWER>Change Impact Assessment</ANSWER>
</Main>
- <Main>

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<QUESTION1>106</QUESTION1>
<QUESTION>What are various types of change</QUESTION>
<OPTION1>Strategic Change</OPTION1>
<OPTION2>Tactical Change</OPTION2>
<OPTION3>Operational Change</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>107</QUESTION1>
<QUESTION>MTRS is defined as</QUESTION>
<OPTION1>Mean time to restore service</OPTION1>
<OPTION2>Mean time to resolve service</OPTION2>
<OPTION3>Maximum time to resolve service</OPTION3>
<OPTION4>Maximum time to restore service</OPTION4>
<ANSWER>Mean time to restore service</ANSWER>
</Main>
- <Main>
<QUESTION1>108</QUESTION1>
<QUESTION>Success of Change Management is measured
during</QUESTION>
<OPTION1>During post release review after success of release</OPTION1>
<OPTION2>During post implementation review</OPTION2>
<OPTION3>During Change impact assessment</OPTION3>
<OPTION4>Customer Satisfaction Survey</OPTION4>
<ANSWER>During post implementation review</ANSWER>
</Main>
- <Main>
<QUESTION1>109</QUESTION1>
<QUESTION>Ideally Change and Release Management should not be
handled by same person</QUESTION>
<OPTION1>As they need to work very closely</OPTION1>
<OPTION2>Release Management is subset of Change
Management</OPTION2>
<OPTION3>As there is conflict of interest</OPTION3>
<OPTION4>Both the processes can be handled by same person</OPTION4>
<ANSWER>As there is conflict of interest</ANSWER>
</Main>
- <Main>
<QUESTION1>110</QUESTION1>
<QUESTION>Change Impact Assessment is done based on</QUESTION>
<OPTION1>Technical Impact Assessment</OPTION1>
<OPTION2>Business Impact Assessment</OPTION2>
<OPTION3>Financial impact assessment</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>111</QUESTION1>
<QUESTION>Key activities in Service Asset and Configuration Management
process is</QUESTION>
<OPTION1>Planning – Identification – Control – Status Accounting –

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Verification and Audit</OPTION1>

<OPTION2>Plan – Inform – Control –Account – Verify</OPTION2>
<OPTION3>Prepare – Identify – Control – Status Accounting – Validation
and Verification</OPTION3>
<OPTION4>Planning – Identification – Control – Status Accounting –
Validation and Verification</OPTION4>
<ANSWER>Planning – Identification – Control – Status Accounting –
Verification and Audit</ANSWER>
</Main>
- <Main>
<QUESTION1>112</QUESTION1>
<QUESTION>Which statement correctly describes the difference between
Asset Management and Configuration Management?</QUESTION>
<OPTION1>Asset Management only deals with what is owned; Configuration
Management deals with everything in the infrastructure</OPTION1>
<OPTION2>Asset Management is a superset of Configuration Management
because it includes non-IT assets such as chairs and tables</OPTION2>
<OPTION3>Asset Management deals with the financial aspects of
Configuration Items (CIs); Configuration Management only deals with the
technical details of the infrastructure</OPTION3>
<OPTION4>Configuration Management goes much further than Asset
Management because it also specifies the relationships between
assets</OPTION4>
<ANSWER>Configuration Management goes much further than Asset
Management because it also specifies the relationships between
assets</ANSWER>
</Main>
- <Main>
<QUESTION1>113</QUESTION1>
<QUESTION>Which of the following is NOT a part of the Release Process?
</QUESTION>
<OPTION1>Moving software from the DML to the Development
Environment</OPTION1>
<OPTION2>Moving software from the DML to the Live
Environment</OPTION2>
<OPTION3>Moving software from the development to the Test
Environment</OPTION3>
<OPTION4>Moving software from the live environment to the
DML</OPTION4>
<ANSWER>Moving software from the live environment to the
DML</ANSWER>
</Main>
- <Main>
<QUESTION1>114</QUESTION1>
<QUESTION>Items of Information stored in the CMDB relating to a specific
CI are known as?</QUESTION>
<OPTION1>Components</OPTION1>
<OPTION2>Features</OPTION2>
<OPTION3>Attributes</OPTION3>
<OPTION4>Characteristics</OPTION4>
<ANSWER>Attributes</ANSWER>
</Main>
- <Main>

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<QUESTION1>115</QUESTION1>
<QUESTION>Which process is accountable to manage DML and definitive
spares</QUESTION>
<OPTION1>SACM</OPTION1>
<OPTION2>SPM</OPTION2>
<OPTION3>SLM</OPTION3>
<OPTION4>CSI</OPTION4>
<ANSWER>SACM</ANSWER>
</Main>
- <Main>
<QUESTION1>116</QUESTION1>
<QUESTION>DML is foundation for</QUESTION>
<OPTION1>Release Management</OPTION1>
<OPTION2>Configuration Management</OPTION2>
<OPTION3>Change Management</OPTION3>
<OPTION4>Problem Management</OPTION4>
<ANSWER>Release Management</ANSWER>
</Main>
- <Main>
<QUESTION1>117</QUESTION1>
<QUESTION>Which of the following statements is CORRECT?</QUESTION>
<OPTION1>The Configuration Management System is part of the Known
Error Data Base</OPTION1>
<OPTION2>The Service Knowledge Management System is part of the
Configuration Management System</OPTION2>
<OPTION3>The Configuration Management System is part of the Service
Knowledge Management system</OPTION3>
<OPTION4>The Configuration Management System is part of the
Configuration Management Database</OPTION4>
<ANSWER>The Configuration Management System is part of the Service
Knowledge Management system</ANSWER>
</Main>
- <Main>
<QUESTION1>118</QUESTION1>
<QUESTION>In ITIL service lifecycle configuration levels and baseline
points are represented by</QUESTION>
<OPTION1>Numbered Triangles</OPTION1>
<OPTION2>Sequenced square</OPTION2>
<OPTION3>7 step improvement model</OPTION3>
<OPTION4>DMAIC methodology</OPTION4>
<ANSWER>Numbered Triangles</ANSWER>
</Main>
- <Main>
<QUESTION1>119</QUESTION1>
<QUESTION>To define and control the components of services and
infrastructure and maintain accurate configuration information on the
historical, planned and current state of the services and infrastructure is
objective of</QUESTION>
<OPTION1>SACM</OPTION1>
<OPTION2>SLM</OPTION2>
<OPTION3>CSI</OPTION3>
<OPTION4>Change Management</OPTION4>
<ANSWER>SACM</ANSWER>

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</Main>
- <Main>
<QUESTION1>120</QUESTION1>
<QUESTION>Various release and deployment approach can be explained
as</QUESTION>
<OPTION1>Big bang vs Phased</OPTION1>
<OPTION2>Push and pull</OPTION2>
<OPTION3>Automated vs manual</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>121</QUESTION1>
<QUESTION>Release Window is same as Change Window</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>122</QUESTION1>
<QUESTION>Release planning starts as soon as</QUESTION>
<OPTION1>Change is logged</OPTION1>
<OPTION2>Change is approved</OPTION2>
<OPTION3>Release management receives specific input to start the release
planning</OPTION3>
<OPTION4>When all the required CI is available</OPTION4>
<ANSWER>Change is approved</ANSWER>
</Main>
- <Main>
<QUESTION1>123</QUESTION1>
<QUESTION>Back-out plan is built and approved by</QUESTION>
<OPTION1>Release Management</OPTION1>
<OPTION2>Change Management</OPTION2>
<OPTION3>Both of them</OPTION3>
<OPTION4>None of them</OPTION4>
<ANSWER>None of them</ANSWER>
</Main>
- <Main>
<QUESTION1>124</QUESTION1>
<QUESTION>The addition, modification or removal of an authorized, planned
or supported service or service component and its associated
documentation is a definition of what?</QUESTION>
<OPTION1>A Service Change</OPTION1>
<OPTION2>A Release request</OPTION2>
<OPTION3>A Change Request</OPTION3>
<OPTION4>A Configuration Control</OPTION4>
<ANSWER>A Service Change</ANSWER>
</Main>
- <Main>
<QUESTION1>125</QUESTION1>
<QUESTION>Release Management should update KEDB for all error which is
released during deployment</QUESTION>

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<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>126</QUESTION1>
<QUESTION>Service Validation and testing process is responsible
for</QUESTION>
<OPTION1>Validation and testing of new or changed services</OPTION1>
<OPTION2>Validation and testing of existing services</OPTION2>
<OPTION3>Validation and testing of all CI</OPTION3>
<OPTION4>Validation and testing of release unit</OPTION4>
<ANSWER>Validation and testing of new or changed services</ANSWER>
</Main>
- <Main>
<QUESTION1>127</QUESTION1>
<QUESTION>Transition management is all about</QUESTION>
<OPTION1>Communication management</OPTION1>
<OPTION2>Stakeholder management</OPTION2>
<OPTION3>Both of the above</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>Both of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>128</QUESTION1>
<QUESTION>Transition is defined as a change in state, corresponding to a
movement of an IT service or other configuration item from lifecycle to
another</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>129</QUESTION1>
<QUESTION>It is important for the operation of a given application that the
version of the software installed on each of the computers on the network
is the same. Which process is responsible for this?</QUESTION>
<OPTION1>Change Management</OPTION1>
<OPTION2>Configuration Management</OPTION2>
<OPTION3>Network Management</OPTION3>
<OPTION4>Release Management</OPTION4>
<ANSWER>Release Management</ANSWER>
</Main>
- <Main>
<QUESTION1>130</QUESTION1>
<QUESTION>Which of the following is a value that is a result of
implementing best practices for Service Operation?</QUESTION>
<OPTION1>Meet the goals of the organization’s security policy</OPTION1>
<OPTION2>Improved quality of Service</OPTION2>
<OPTION3>Makes sure that IT Services stay aligned to business
requirements</OPTION3>
<OPTION4>Improved control of Service Assets and

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Configurations</OPTION4>
<ANSWER>Meet the goals of the organization’s security policy</ANSWER>
</Main>
- <Main>
<QUESTION1>131</QUESTION1>
<QUESTION>Which Service Design aspect would benefit the MOST by using
a RACI model?</QUESTION>
<OPTION1>Design of Service Transitions</OPTION1>
<OPTION2>Design of measurement methods and metrics</OPTION2>
<OPTION3>Design of Technology and Management Architectures</OPTION3>
<OPTION4>Design of process required</OPTION4>
<ANSWER>Design of process required</ANSWER>
</Main>
- <Main>
<QUESTION1>132</QUESTION1>
<QUESTION>Which statement about Business Relationship Management
(BRM) is NOT correct?</QUESTION>
<OPTION1>The purpose of BRM is to identify the customer’s needs including
Warranty and Utility</OPTION1>
<OPTION2>One of the purposes of BRM is to negotiate warranty terms with
the customer</OPTION2>
<OPTION3>BRM focuses on the Services provided to the
customer</OPTION3>
<OPTION4>BRM uses Customer Satisfaction as the primary measure of
Successfully delivering the Service or Services</OPTION4>
<ANSWER>One of the purposes of BRM is to negotiate warranty terms with
the customer</ANSWER>
</Main>
- <Main>
<QUESTION1>133</QUESTION1>
<QUESTION>Which ITIL process aims to trace business-critical services for
which supplementary emergency measures must be taken?</QUESTION>
<OPTION1>Problem Management</OPTION1>
<OPTION2>Availability Management</OPTION2>
<OPTION3>Capacity Management</OPTION3>
<OPTION4>IT Service Continuity Management</OPTION4>
<ANSWER>IT Service Continuity Management</ANSWER>
</Main>
- <Main>
<QUESTION1>134</QUESTION1>
<QUESTION>What is the criterion used by Change Management in
determining the category for a Request for Change?</QUESTION>
<OPTION1>Impact</OPTION1>
<OPTION2>Urgency</OPTION2>
<OPTION3>Priority</OPTION3>
<OPTION4>Content</OPTION4>
<ANSWER>Impact</ANSWER>
</Main>
- <Main>
<QUESTION1>135</QUESTION1>
<QUESTION>Which of the following best describes ‘Reliability’?</QUESTION>
<OPTION1>The ability of a CI to remain functional under given
conditions</OPTION1>

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<OPTION2>The ability of a CI to be retained in, or restored to, an

operational state</OPTION2>
<OPTION3>The combination of confidentiality, integrity and
maintainability</OPTION3>
<OPTION4>The ability of a service to remain functional even though some
components have failed</OPTION4>
<ANSWER>The ability of a CI to remain functional under given
conditions</ANSWER>
</Main>
- <Main>
<QUESTION1>136</QUESTION1>
<QUESTION>Which of the following lists best describes the key attributes
needed by Service Desk Staff?</QUESTION>
<OPTION1>Logical; Methodical; Tenacious; Forthright; Analytical</OPTION1>
<OPTION2>Well Presented; Technical Specialist; Numerate; Good
Interpersonal Skills</OPTION2>
<OPTION3>Business Aware; Articulate; Methodical; Tolerant; Good
Interpersonal Skills</OPTION3>
<OPTION4>Good Interpersonal Skills; Tenacious; Technically Astute;
Firm</OPTION4>
<ANSWER>Business Aware; Articulate; Methodical; Tolerant; Good
Interpersonal Skills</ANSWER>
</Main>
- <Main>
<QUESTION1>137</QUESTION1>
<QUESTION>What is the use of additional technical expertise in the Incident
Management process called?</QUESTION>
<OPTION1>Incident Classification</OPTION1>
<OPTION2>Problem Analysis</OPTION2>
<OPTION3>Functional Escalation</OPTION3>
<OPTION4>Resolution and recovery of the incident</OPTION4>
<ANSWER>Functional Escalation</ANSWER>
</Main>
- <Main>
<QUESTION1>138</QUESTION1>
<QUESTION>Consider the following statements: 1. A service level
agreement is a written agreement between the service provider and the
customers. 2. Negotiation of service levels must involve the customers of
the services involved 3. Underpinning contracts must be capable of
supporting targets agreed in SLA’s. Which of the above are correct?
</QUESTION>
<OPTION1>1 & 3 only</OPTION1>
<OPTION2>None</OPTION2>
<OPTION3>All</OPTION3>
<OPTION4>1 & 2 only</OPTION4>
<ANSWER>All</ANSWER>
</Main>
- <Main>
<QUESTION1>139</QUESTION1>
<QUESTION>The name given to the document which outlines the
responsibilities between internal functional areas with respect to
assisting in the provision of an IT Service to the Customer/s is?
</QUESTION>

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<OPTION1>Underpinning Contract</OPTION1>
<OPTION2>Service Level Agreement</OPTION2>
<OPTION3>Operational Level Agreement</OPTION3>
<OPTION4>Service Level Requirements</OPTION4>
<ANSWER>Operational Level Agreement</ANSWER>
</Main>
- <Main>
<QUESTION1>140</QUESTION1>
<QUESTION>Which ITIL process manager requires a report specifying the
duration of an interruption of a Configuration Item?</QUESTION>
<OPTION1>Availability Manager</OPTION1>
<OPTION2>Incident Manager</OPTION2>
<OPTION3>Problem Manager</OPTION3>
<OPTION4>Service Level Manager</OPTION4>
<ANSWER>Availability Manager</ANSWER>
</Main>
- <Main>
<QUESTION1>141</QUESTION1>
<QUESTION>The Ishikawa Diagram or Cause & Effect Analysis (Fishbone) is
a technique employed by which ITIL Discipline?</QUESTION>
<OPTION1>Capacity Management</OPTION1>
<OPTION2>Incident Management</OPTION2>
<OPTION3>Availability Management</OPTION3>
<OPTION4>Problem Management</OPTION4>
<ANSWER>Problem Management</ANSWER>
</Main>
- <Main>
<QUESTION1>142</QUESTION1>
<QUESTION>Typically a Help Desk, Service Desk & Call Centre all provide
the same level of service. They are just different names referring to the
single point of contact</QUESTION>
<OPTION1>True</OPTION1>
<OPTION2>False</OPTION2>
<ANSWER>True</ANSWER>
</Main>
- <Main>
<QUESTION1>143</QUESTION1>
<QUESTION>Which of the following is the BEST description of remediation?
</QUESTION>
<OPTION1>Defines repeatable way of dealing with a particular category of
change</OPTION1>
<OPTION2>Supports the assessment, prioritization, authorization and
scheduling of changes</OPTION2>
<OPTION3>Involves the actions taken to recover after a failed change or
release</OPTION3>
<OPTION4>Specifies a regular, agreed time when changes or releases may
be implemented with minimal impact on services</OPTION4>
<ANSWER>Involves the actions taken to recover after a failed change or
release</ANSWER>
</Main>
- <Main>
<QUESTION1>144</QUESTION1>
<QUESTION>Which of the following influences the scope of the initial

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Service Design?</QUESTION>
<OPTION1>Functional Requirements</OPTION1>
<OPTION2>Overall Design Constraints</OPTION2>
<OPTION3>Business Benefits</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>145</QUESTION1>
<QUESTION>Which of the following BEST describes an outcome?
</QUESTION>
<OPTION1>A means of delivering value to customers by facilitating the
results customers want to achieve without the ownership of specific costs
and risks</OPTION1>
<OPTION2>Something that is measured and reported to help manage a
process, IT Service or activity</OPTION2>
<OPTION3>A measure of what is achieved or delivered by a system, person,
team, process or IT Service</OPTION3>
<OPTION4>The result of carrying out an activity, following a process or
delivering an IT Service</OPTION4>
<ANSWER>The result of carrying out an activity, following a process or
delivering an IT Service</ANSWER>
</Main>
- <Main>
<QUESTION1>146</QUESTION1>
<QUESTION>Which of the following is NOT an objective of Service Portfolio
Management (SPM)?</QUESTION>
<OPTION1>Providing a clear service provision model that conveys how
service assets are used to supply services</OPTION1>
<OPTION2>To record and trace each of the service’s investment throughout
the Service Lifecycle</OPTION2>
<OPTION3>To study the viability of the current services and determine
when they need to be retired</OPTION3>
<OPTION4>To control the services offered to its customers</OPTION4>
<ANSWER>Providing a clear service provision model that conveys how
service assets are used to supply services</ANSWER>
</Main>
- <Main>
<QUESTION1>147</QUESTION1>
<QUESTION>Which of the following statements about Service Automation is
CORRECT?</QUESTION>
<OPTION1>It negatively affects the classification of elements such as
Configuration Items (CIs) and incidents</OPTION1>
<OPTION2>It prevents IT service information from being updated in the
Service Catalogue.</OPTION2>
<OPTION3>It is used to improve the RACI model</OPTION3>
<OPTION4>It is known to improve the Utility and Warranty of
services</OPTION4>
<ANSWER>It is known to improve the Utility and Warranty of
services</ANSWER>
</Main>
- <Main>
<QUESTION1>148</QUESTION1>

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<QUESTION>Which type of metric is used by Continual Service Improvement

(CSI) and tracks the performance of end-to-end services?</QUESTION>
<OPTION1>Improvement Metrics</OPTION1>
<OPTION2>Service Metrics</OPTION2>
<OPTION3>Process Metrics</OPTION3>
<OPTION4>Technology Metrics</OPTION4>
<ANSWER>Service Metrics</ANSWER>
</Main>
- <Main>
<QUESTION1>149</QUESTION1>
<QUESTION>Ensuring that policies and strategy are actually implemented is
an example of which of the following?</QUESTION>
<OPTION1>Governance</OPTION1>
<OPTION2>Business case</OPTION2>
<OPTION3>Confidentiality</OPTION3>
<OPTION4>Control perspective</OPTION4>
<ANSWER>Governance</ANSWER>
</Main>
- <Main>
<QUESTION1>150</QUESTION1>
<QUESTION>Which of the following is NOT a value that is a result of
implementing best practices for Continual Service Improvement?
</QUESTION>
<OPTION1>Improved control of Service Assets and
Configurations</OPTION1>
<OPTION2>Steady and ongoing improvements in service quality</OPTION2>
<OPTION3>Recognized opportunities to increase the value of organizational
structures and capabilities</OPTION3>
<OPTION4>Ensures that IT services stay aligned to the requirements of the
business</OPTION4>
<ANSWER>Improved control of Service Assets and
Configurations</ANSWER>
</Main>
- <Main>
<QUESTION1>151</QUESTION1>
<QUESTION>Which of the following terms means an unplanned interruption
to an IT Service reduction in the quality of an IT Service</QUESTION>
<OPTION1>Change</OPTION1>
<OPTION2>Incident</OPTION2>
<OPTION3>Impact</OPTION3>
<OPTION4>Problem</OPTION4>
<ANSWER>Incident</ANSWER>
</Main>
- <Main>
<QUESTION1>152</QUESTION1>
<QUESTION>Which of the following is the BEST description of Service
Management?</QUESTION>
<OPTION1>A set of specialized organizational capabilities for providing
value to customers in the form of services</OPTION1>
<OPTION2>An approach that emphasizes the importance of coordination
and control across the various functions, processes and systems
necessary to manage the full lifecycle of IT Services</OPTION2>
<OPTION3>The functionality offered by a product or service to meet a

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particular need</OPTION3>
<OPTION4>An assurance that a product or service will meet the agreed
requirements</OPTION4>
<ANSWER>A set of specialized organizational capabilities for providing
value to customers in the form of services</ANSWER>
</Main>
- <Main>
<QUESTION1>153</QUESTION1>
<QUESTION>What is the responsibility of Application Management?
</QUESTION>
<OPTION1>Manage information about IT infrastructure available on a
network and corresponding user access rights</OPTION1>
<OPTION2>Provide IT Services using applications running at the service
provider’s premises</OPTION2>
<OPTION3>Administer applications throughout their lifecycle</OPTION3>
<OPTION4>Track and report the value and ownership of assets throughout
their lifecycle</OPTION4>
<ANSWER>Administer applications throughout their lifecycle</ANSWER>
</Main>
- <Main>
<QUESTION1>154</QUESTION1>
<QUESTION>Who usually chairs the Change Advisory Board (CAB)?
</QUESTION>
<OPTION1>IT Service Continuity Management (ITSM) staff</OPTION1>
<OPTION2>Business Relationship Manager (BRM)</OPTION2>
<OPTION3>Problem Manager</OPTION3>
<OPTION4>Change Manager</OPTION4>
<ANSWER>Change Manager</ANSWER>
</Main>
- <Main>
<QUESTION1>155</QUESTION1>
<QUESTION>Which of the following is used as a reference point for later
comparison in the Continual Service Improvement stage of the Service
Lifecycle?</QUESTION>
<OPTION1>Asset</OPTION1>
<OPTION2>Baseline</OPTION2>
<OPTION3>Build</OPTION3>
<OPTION4>Configuration Item (CI)</OPTION4>
<ANSWER>Baseline</ANSWER>
</Main>
- <Main>
<QUESTION1>156</QUESTION1>
<QUESTION>Which Service Design aspect considers Key Performance
Indicators (KPIs) to help ensure that the efficiency, effectiveness and
cost effectiveness of IT Services are all managed?</QUESTION>
<OPTION1>Technology and Management Architectures.</OPTION1>
<OPTION2>Processes required</OPTION2>
<OPTION3>Measurement methods and metrics</OPTION3>
<OPTION4>Service Solutions</OPTION4>
<ANSWER>Measurement methods and metrics</ANSWER>
</Main>
- <Main>
<QUESTION1>157</QUESTION1>

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<QUESTION>Which function is responsible for providing technical skills in

support of IT Services and Management of the IT infrastructure?
</QUESTION>
<OPTION1>Technical Management</OPTION1>
<OPTION2>Service Management</OPTION2>
<OPTION3>Business Service Management</OPTION3>
<OPTION4>Service Level Management</OPTION4>
<ANSWER>Technical Management</ANSWER>
</Main>
- <Main>
<QUESTION1>158</QUESTION1>
<QUESTION>Which of the following is the single point of contact for IT users
on a day-by-day basis?</QUESTION>
<OPTION1>Service Desk</OPTION1>
<OPTION2>IT Operations</OPTION2>
<OPTION3>Process Manager</OPTION3>
<OPTION4>Incident Manager</OPTION4>
<ANSWER>Service Desk</ANSWER>
</Main>
- <Main>
<QUESTION1>159</QUESTION1>
<QUESTION>Which of the following items need to be documented in a
Pattern of Business Activity (PBA) profile?</QUESTION>
<OPTION1>Marketing plans, Attributes, Requirements and Sales
Forecasts</OPTION1>
<OPTION2>Business Plans Classification, Sales Forecasts and Service Asset
Requirements</OPTION2>
<OPTION3>Classification, Attributes, Requirements and Service Asset
Requirements</OPTION3>
<OPTION4>Marketing Forecasts, Business Plans, Production Plans and new
Product Launch Plans</OPTION4>
<ANSWER>Classification, Attributes, Requirements and Service Asset
Requirements</ANSWER>
</Main>
- <Main>
<QUESTION1>160</QUESTION1>
<QUESTION>Which of the following determines the effect that a loss of
service would have on a business and when (during a given time period)
the loss of service is most harmful?</QUESTION>
<OPTION1>Business Capacity Management</OPTION1>
<OPTION2>Business Case</OPTION2>
<OPTION3>Business Perspective</OPTION3>
<OPTION4>Business Impact Analysis</OPTION4>
<ANSWER>Business Impact Analysis</ANSWER>
</Main>
- <Main>
<QUESTION1>161</QUESTION1>
<QUESTION>Which of the following statements about the process owner is
CORRECT?</QUESTION>
<OPTION1>Is a part responsible for supplying goods or service that are
required to deliver IT Services</OPTION1>
<OPTION2>Is responsible for ensuring that a process is fit for
purpose</OPTION2>

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<OPTION3>Is responsible for operational management of a

process</OPTION3>
<OPTION4>Is a process that is responsible for managing the lifecycle of all
Incidents</OPTION4>
<ANSWER>Is responsible for ensuring that a process is fit for
purpose</ANSWER>
</Main>
- <Main>
<QUESTION1>162</QUESTION1>
<QUESTION>Which of the following is a responsibility of the process
practitioner?</QUESTION>
<OPTION1>Managing the lifecycle of all incidents</OPTION1>
<OPTION2>Creating or updating records to prove that activities have been
carried out correctly</OPTION2>
<OPTION3>Supplying goods or services that are required to deliver IT
Services</OPTION3>
<OPTION4>Appointing people to the required roles</OPTION4>
<ANSWER>Creating or updating records to prove that activities have been
carried out correctly</ANSWER>
</Main>
- <Main>
<QUESTION1>163</QUESTION1>
<QUESTION>Which of the following is responsible for keeping accurate
information for the organization’s services in transition to a live
environment?</QUESTION>
<OPTION1>Availability Management</OPTION1>
<OPTION2>Asset Management</OPTION2>
<OPTION3>Service Level Management (SLM)</OPTION3>
<OPTION4>Service Catalogue Management</OPTION4>
<ANSWER>Service Catalogue Management</ANSWER>
</Main>
- <Main>
<QUESTION1>164</QUESTION1>
<QUESTION>To what does the term Standard Change refer?</QUESTION>
<OPTION1>A pre-authorized change that is low risk, relatively common and
follows a procedure or work instruction</OPTION1>
<OPTION2>A change that has to be applied as soon as possible</OPTION2>
<OPTION3>A change that follows the defined steps of the Change
Management process</OPTION3>
<OPTION4>The addition, modification or removal of anything that could
have an effect on IT Services</OPTION4>
<ANSWER>A pre-authorized change that is low risk, relatively common and
follows a procedure or work instruction</ANSWER>
</Main>
- <Main>
<QUESTION1>165</QUESTION1>
<QUESTION>In the context of service operations managing day to day
activities, which of the following statement is true – 1. Functions are
logical concept covering people and technology to perform tasks from a
defined process on an ongoing basis, 2. Departments are the formal
organization formed to perform task from predefined process on an
ongoing basis</QUESTION>
<OPTION1>Statement 1 is correct</OPTION1>

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<OPTION2>Statement 2 is correct</OPTION2>
<OPTION3>Statements 1 and 2 are correct</OPTION3>
<OPTION4>Statements 1 and 2 are incorrect</OPTION4>
<ANSWER>Statements 1 and 2 are correct</ANSWER>
</Main>
- <Main>
<QUESTION1>166</QUESTION1>
<QUESTION>Building stable service operations with good balance between
internal and external focus required a long term planning. The balance
referred in statement refers to</QUESTION>
<OPTION1>Stability Vs Responsiveness</OPTION1>
<OPTION2>Internal Vs External</OPTION2>
<OPTION3>Demand Vs Supply</OPTION3>
<OPTION4>Top down Vs bottoms up</OPTION4>
<ANSWER>Stability Vs Responsiveness</ANSWER>
</Main>
- <Main>
<QUESTION1>167</QUESTION1>
<QUESTION>Service Operation tries to create balance between</QUESTION>
<OPTION1>Cost Vs Quality</OPTION1>
<OPTION2>Reactive Vs Proactive</OPTION2>
<OPTION3>Internal Vs External Focus</OPTION3>
<OPTION4>All of the above</OPTION4>
<ANSWER>All of the above</ANSWER>
</Main>
- <Main>
<QUESTION1>168</QUESTION1>
<QUESTION>In an organization, the purchasing department has relocated
internally - not just the people, but also their IT resources. A Service Desk
employee has been commissioned to relocate this department’s
workstations. In which ITIL process is this employee now playing a role?
</QUESTION>
<OPTION1>Configuration Management</OPTION1>
<OPTION2>Problem Management</OPTION2>
<OPTION3>Change Management</OPTION3>
<OPTION4>Incident Management</OPTION4>
<ANSWER>Change Management</ANSWER>
</Main>
- <Main>
<QUESTION1>169</QUESTION1>
<QUESTION>Which ITIL process or which ITIL department has
responsibilities that include distributing information to users?
</QUESTION>
<OPTION1>Change Management</OPTION1>
<OPTION2>Customer Relationship Management</OPTION2>
<OPTION3>Incident Management</OPTION3>
<OPTION4>Service Desk</OPTION4>
<ANSWER>Service Desk</ANSWER>
</Main>
- <Main>
<QUESTION1>170</QUESTION1>
<QUESTION>Which statement best describes the role of the Service Desk?
</QUESTION>

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<OPTION1>The primary task of the Service Desk is to investigate

problems</OPTION1>
<OPTION2>The Service Desk functions as the first contact for the
customer</OPTION2>
<OPTION3>The Service Desk ensures that the telephone is always
manned</OPTION3>
<OPTION4>The Service Desk ensures that the agreed IT service is
available</OPTION4>
<ANSWER>The Service Desk functions as the first contact for the
customer</ANSWER>
</Main>
- <Main>
<QUESTION1>171</QUESTION1>
<QUESTION>Which activity in the Problem Management process is
responsible for generating Requests for Change (RFCs)?</QUESTION>
<OPTION1>Problem Analysis</OPTION1>
<OPTION2>Error Control</OPTION2>
<OPTION3>Proactive Problem Management</OPTION3>
<OPTION4>Monitoring</OPTION4>
<ANSWER>Error Control</ANSWER>
</Main>
- <Main>
<QUESTION1>172</QUESTION1>
<QUESTION>What does Mean Time To Repair (MTTR) mean?</QUESTION>
<OPTION1>Average downtime of a service</OPTION1>
<OPTION2>Average uptime of a service</OPTION2>
<OPTION3>Average time of the breakdown-free period within a measured
period</OPTION3>
<OPTION4>Average time between two consecutive incidents</OPTION4>
<ANSWER>Average downtime of a service</ANSWER>
</Main>
- <Main>
<QUESTION1>173</QUESTION1>
<QUESTION>Where are the statuses of changes recorded?</QUESTION>
<OPTION1>in the Known Error database</OPTION1>
<OPTION2>in the Definitive Software Library (DSL)</OPTION2>
<OPTION3>in the Change database</OPTION3>
<OPTION4>in the Configuration Management Database (CMDB)</OPTION4>
<ANSWER>in the Configuration Management Database (CMDB)</ANSWER>
</Main>
- <Main>
<QUESTION1>174</QUESTION1>
<QUESTION>What is a request to replace something within the IT
infrastructure called?</QUESTION>
<OPTION1>Replacement Request</OPTION1>
<OPTION2>Request for Change</OPTION2>
<OPTION3>Service Request</OPTION3>
<OPTION4>Request for Release</OPTION4>
<ANSWER>Request for Change</ANSWER>
</Main>
- <Main>
<QUESTION1>175</QUESTION1>

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<QUESTION>Which subject should be one of the standard items on the

agenda of a meeting of the Change Advisory Board (CAB)?</QUESTION>
<OPTION1>Reports from Service Level Management</OPTION1>
<OPTION2>Ongoing or concluded Changes</OPTION2>
<OPTION3>The registration of Changes</OPTION3>
<OPTION4>The wishes of customers to implement Changes</OPTION4>
<ANSWER>Ongoing or concluded Changes</ANSWER>
</Main>
- <Main>
<QUESTION1>176</QUESTION1>
<QUESTION>Which ITIL process is responsible for creating the cost
agreements for extra support of the Service Desk?</QUESTION>
<OPTION1>Service Level Management</OPTION1>
<OPTION2>Incident Management</OPTION2>
<OPTION3>Availability Management</OPTION3>
<OPTION4>Financial Management for IT Services</OPTION4>
<ANSWER>Service Level Management</ANSWER>
</Main>
- <Main>
<QUESTION1>177</QUESTION1>
<QUESTION>For which of the following activities of Configuration
Management are audits regularly implemented?</QUESTION>
<OPTION1>Status monitoring</OPTION1>
<OPTION2>Planning</OPTION2>
<OPTION3>Identification</OPTION3>
<OPTION4>Verification</OPTION4>
<ANSWER>Verification</ANSWER>
</Main>
- <Main>
<QUESTION1>178</QUESTION1>
<QUESTION>Release Management has distributed a defective Release. As a
result, monthly invoicing has come to a standstill. This has very radical
consequences for the business and has been reported as an incident.
According to ITIL best practices, what should happen next?</QUESTION>
<OPTION1>Change Management will start a Post Implementation Review
(PIR)</OPTION1>
<OPTION2>Service Level Management will start a Service Improvement
Program (SIP)</OPTION2>
<OPTION3>Problem Management will submit a Request for Change (RFC)
</OPTION3>
<OPTION4>Release Management will implement the back-out
plan</OPTION4>
<ANSWER>Release Management will implement the back-out
plan</ANSWER>
</Main>
- <Main>
<QUESTION1>179</QUESTION1>
<QUESTION>According to the Deming quality circle a number of steps must
be performed repeatedly in order to ensure good performance. Which of
the following answers specifies the correct sequence for these steps?
</QUESTION>
<OPTION1>Check - Plan - Act – Do</OPTION1>
<OPTION2>Act - Check - Do – Plan</OPTION2>

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<OPTION3>Do - Plan - Check – Act</OPTION3>

<OPTION4>Plan - Do - Check – Act</OPTION4>
<ANSWER>Plan - Do - Check – Act</ANSWER>
</Main>
- <Main>
<QUESTION1>180</QUESTION1>
<QUESTION>The Deming quality circle is a model for control based on
quality. Which step in this model must be taken first?</QUESTION>
<OPTION1>Adjustment</OPTION1>
<OPTION2>Implementation</OPTION2>
<OPTION3>Planning</OPTION3>
<OPTION4>Measurement</OPTION4>
<ANSWER>Planning</ANSWER>
</Main>
- <Main>
<QUESTION1>181</QUESTION1>
<QUESTION>Information is regularly exchanged between Problem
Management and Change Management. What information is this?
</QUESTION>
<OPTION1>RFCs from the users that Problem Management passes on to
Change Management</OPTION1>
<OPTION2>RFCs from the Service Desk that Problem Management passes on
to Change Management</OPTION2>
<OPTION3>Known Errors from Problem Management, on the basis of which
Change Management can generate Requests for Change (RFCs)
</OPTION3>
<OPTION4>RFCs resulting from Known Errors</OPTION4>
<ANSWER>RFCs resulting from Known Errors</ANSWER>
</Main>
- <Main>
<QUESTION1>182</QUESTION1>
<QUESTION>Which status is a problem assigned once its cause has been
identified?</QUESTION>
<OPTION1>Incident</OPTION1>
<OPTION2>Known Error</OPTION2>
<OPTION3>Request for Change (RFC)</OPTION3>
<OPTION4>Work-around</OPTION4>
<ANSWER>Known Error</ANSWER>
</Main>
- <Main>
<QUESTION1>183</QUESTION1>
<QUESTION>What is the term used for a situation derived from a series of
incidents with the same characteristics?</QUESTION>
<OPTION1>Service Call</OPTION1>
<OPTION2>Problem</OPTION2>
<OPTION3>Change Request</OPTION3>
<OPTION4>Known Error</OPTION4>
<ANSWER>Problem</ANSWER>
</Main>
- <Main>
<QUESTION1>184</QUESTION1>
<QUESTION>What is the first step when registering an incident?
</QUESTION>

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<OPTION1>Perform matching</OPTION1>
<OPTION2>Assign an incident number</OPTION2>
<OPTION3>Determine the priority</OPTION3>
<OPTION4>Record the incident data</OPTION4>
<ANSWER>Assign an incident number</ANSWER>
</Main>
- <Main>
<QUESTION1>185</QUESTION1>
<QUESTION>Changes are divided into categories. What criterion defines a
category for a change?</QUESTION>
<OPTION1>The consequences of the change such as limited, substantial,
significant, etc</OPTION1>
<OPTION2>The sequence in which the change is made</OPTION2>
<OPTION3>The speed with which the change is made</OPTION3>
<OPTION4>The Request for Change number that the change is
assigned</OPTION4>
<ANSWER>The consequences of the change such as limited, substantial,
significant, etc</ANSWER>
</Main>
- <Main>
<QUESTION1>186</QUESTION1>
<QUESTION>Which data, for a new Configuration item (CI), is recorded in
the Configuration Management Database (CMDB)?</QUESTION>
<OPTION1>The Request for Change number for the Configuration
Item</OPTION1>
<OPTION2>Repairs to the Configuration Item</OPTION2>
<OPTION3>The impact of the Configuration Item</OPTION3>
<OPTION4>The relationship to other Configuration Items</OPTION4>
<ANSWER>The relationship to other Configuration Items</ANSWER>
</Main>
- <Main>
<QUESTION1>187</QUESTION1>
<QUESTION>When is a Known Error identified?</QUESTION>
<OPTION1>When the incident has been sent to Problem
Management</OPTION1>
<OPTION2>When the problem is known</OPTION2>
<OPTION3>When the problem has been resolved</OPTION3>
<OPTION4>When the cause of the problem is known</OPTION4>
<ANSWER>When the cause of the problem is known</ANSWER>
</Main>
- <Main>
<QUESTION1>188</QUESTION1>
<QUESTION>User reports a PC problem to the Service Desk. A Service Desk
representative determines that the PC is defective and indicates that
according to the services catalogue, the PC will be replaced within three
hours. Which ITIL process is responsible for having this user’s PC
replaced within three hours?</QUESTION>
<OPTION1>Availability Management</OPTION1>
<OPTION2>Change Management</OPTION2>
<OPTION3>Service Level Management</OPTION3>
<OPTION4>Configuration Management</OPTION4>
<ANSWER>Change Management</ANSWER>
</Main>

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- <Main>
<QUESTION1>189</QUESTION1>
<QUESTION>Which ITIL process is responsible for analyzing risks and
counter measures?</QUESTION>
<OPTION1>Capacity Management</OPTION1>
<OPTION2>Service Desk</OPTION2>
<OPTION3>Problem Management</OPTION3>
<OPTION4>IT Service Continuity Management</OPTION4>
<ANSWER>IT Service Continuity Management</ANSWER>
</Main>
- <Main>
<QUESTION1>190</QUESTION1>
<QUESTION>Which aspects are described in a Service Level Agreement
(SLA)?</QUESTION>
<OPTION1>The costs and expected revenue of the services
offered</OPTION1>
<OPTION2>The technological developments that can affect the services
offered</OPTION2>
<OPTION3>The quality, expressed in quantity and costs, of the services
offered</OPTION3>
<OPTION4>The company strategy</OPTION4>
<ANSWER>The quality, expressed in quantity and costs, of the services
offered</ANSWER>
</Main>
- <Main>
<QUESTION1>191</QUESTION1>
<QUESTION>In the Service Level Management Process, what happens
during the activity called “monitoring”?</QUESTION>
<OPTION1>Guarding agreements with the customer</OPTION1>
<OPTION2>Acquiring customers</OPTION2>
<OPTION3>Identifying the needs of customers</OPTION3>
<OPTION4>Guarding negotiations with the customer</OPTION4>
<ANSWER>Guarding agreements with the customer</ANSWER>
</Main>
- <Main>
<QUESTION1>192</QUESTION1>
<QUESTION>Consider the following statements- 1: An SLA is a contract
drawn up by the IT department which states what the customer may and
may not do with his computer, 2: A Service Catalogue describes concisely
and specifically the IT services that the IT department can offer a
customer. Which of these statements is correct?</QUESTION>
<OPTION1>Both</OPTION1>
<OPTION2>Neither</OPTION2>
<OPTION3>Only the first</OPTION3>
<OPTION4>Only the second</OPTION4>
<ANSWER>Only the second</ANSWER>
</Main>
- <Main>
<QUESTION1>193</QUESTION1>
<QUESTION>Consider the following statements- 1: A change in the IT
infrastructure is always the result of a change of a Service Level, 2: A
Service Level Agreement (SLA) exhibits many similarities to a procedure
for drawing up a Request for Change (RFC). Are these statements

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correct?</QUESTION>
<OPTION1>Both</OPTION1>
<OPTION2>Neither</OPTION2>
<OPTION3>Only the first</OPTION3>
<OPTION4>Only the second</OPTION4>
<ANSWER>Neither</ANSWER>
</Main>
- <Main>
<QUESTION1>194</QUESTION1>
<QUESTION>The performance of the network in a large computer centre is
monitored 24 hours a day. This produces data for which processes?
</QUESTION>
<OPTION1>Change Management, Financial Management and Service Level
Management</OPTION1>
<OPTION2>Financial Management, Service Desk and Problem
Management</OPTION2>
<OPTION3>Availability Management, Capacity Management and Change
Management</OPTION3>
<OPTION4>Availability Management, Capacity Management and Problem
Management</OPTION4>
<ANSWER>Availability Management, Capacity Management and Problem
Management</ANSWER>
</Main>
- <Main>
<QUESTION1>195</QUESTION1>
<QUESTION>When can the building, testing and implementation of a change
begin?</QUESTION>
<OPTION1>If it is urgent, as soon as the Request for Change has been
classified</OPTION1>
<OPTION2>As soon as there is a back-out plan for the change</OPTION2>
<OPTION3>As soon as the impact analysis has been discussed by the
members of the Change Advisory Board</OPTION3>
<OPTION4>As soon as the Request for Change has been formally
authorized</OPTION4>
<ANSWER>As soon as the Request for Change has been formally
authorized</ANSWER>
</Main>
- <Main>
<QUESTION1>196</QUESTION1>
<QUESTION>Which of the concepts below belongs to IT Service Continuity
Management?</QUESTION>
<OPTION1>Maintainability</OPTION1>
<OPTION2>Resilience</OPTION2>
<OPTION3>Vulnerability</OPTION3>
<OPTION4>Serviceability</OPTION4>
<ANSWER>Vulnerability</ANSWER>
</Main>
- <Main>
<QUESTION1>197</QUESTION1>
<QUESTION>A major change to an existing service is to be designed and
built and the issue of what Configuration Management is responsible for
has been raised. For which of the following activities does Configuration
Management NOT have a responsibility?</QUESTION>

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<OPTION1>Controlling the completeness and correctness of all data about

the software modules</OPTION1>
<OPTION2>Naming and recording data about software modules</OPTION2>
<OPTION3>Quality assurance of the software modules</OPTION3>
<OPTION4>Registering and monitoring the status of the software
modules</OPTION4>
<ANSWER>Quality assurance of the software modules</ANSWER>
</Main>
- <Main>
<QUESTION1>198</QUESTION1>
<QUESTION>When must a Post Implementation Review take place?
</QUESTION>
<OPTION1>In case of emergency changes</OPTION1>
<OPTION2>If another incident of the same type occurs again after a Change
has been made</OPTION2>
<OPTION3>After every Change</OPTION3>
<OPTION4>At the request of the person who submitted the Change
request</OPTION4>
<ANSWER>After every Change</ANSWER>
</Main>
- <Main>
<QUESTION1>199</QUESTION1>
<QUESTION>Which activity is not the responsibility of IT Service Continuity
Management?</QUESTION>
<OPTION1>Executing impact analyses of incidents related to the back-out
facilities</OPTION1>
<OPTION2>Testing back-out arrangements</OPTION2>
<OPTION3>Drawing up back-out scenarios</OPTION3>
<OPTION4>Analyzing risks</OPTION4>
<ANSWER>Executing impact analyses of incidents related to the back-out
facilities</ANSWER>
</Main>
- <Main>
<QUESTION1>200</QUESTION1>
<QUESTION>When is a back-out plan invoked?</QUESTION>
<OPTION1>When it is found that something went wrong when implementing
a Change</OPTION1>
<OPTION2>When it is found that something went wrong when testing a
Change</OPTION2>
<OPTION3>When it is found that something went wrong when building a
Change</OPTION3>
<OPTION4>When it is found that something went wrong when scheduling
resources</OPTION4>
<ANSWER>When it is found that something went wrong when implementing
a Change</ANSWER>
</Main>
- <Main>
<QUESTION1>201</QUESTION1>
<QUESTION>The management of ABC Inc. has insisted that each request for
a new workstation installation be handled with optimum efficiency and
effectiveness. Which ITIL process is designed to achieve this desired
outcome?</QUESTION>
<OPTION1>Change Management</OPTION1>

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<OPTION2>Customer Liaison</OPTION2>
<OPTION3>Problem Management</OPTION3>
<OPTION4>Service Level Management</OPTION4>
<ANSWER>Change Management</ANSWER>
</Main>
- <Main>
<QUESTION1>202</QUESTION1>
<QUESTION>Which of the examples below is NOT an example of a
configuration item?</QUESTION>
<OPTION1>A user manual</OPTION1>
<OPTION2>A company’s organization chart</OPTION2>
<OPTION3>A systems update procedure</OPTION3>
<OPTION4>A unique identification code</OPTION4>
<ANSWER>A unique identification code</ANSWER>
</Main>
- <Main>
<QUESTION1>203</QUESTION1>
<QUESTION>Which ITIL process provides change proposals in order to
eliminate structural errors?</QUESTION>
<OPTION1>Availability Management</OPTION1>
<OPTION2>Problem Management</OPTION2>
<OPTION3>Security Management</OPTION3>
<OPTION4>IT Service Continuity Management</OPTION4>
<ANSWER>Problem Management</ANSWER>
</Main>
- <Main>
<QUESTION1>204</QUESTION1>
<QUESTION>Nitin calls the Service Desk and reports that the system is slow.
He asks whether he can be given another PC like his colleague’s, which is
much faster. Which term is applicable to this situation?</QUESTION>
<OPTION1>Problem</OPTION1>
<OPTION2>Incident</OPTION2>
<OPTION3>Request for Change</OPTION3>
<OPTION4>Classification</OPTION4>
<ANSWER>Request for Change</ANSWER>
</Main>
- <Main>
<QUESTION1>205</QUESTION1>
<QUESTION>The cash registers in a supermarket experience network
disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is
responsible for solving these difficulties on a structural basis?
</QUESTION>
<OPTION1>Availability Management</OPTION1>
<OPTION2>Capacity Management</OPTION2>
<OPTION3>Incident Management</OPTION3>
<OPTION4>Problem Management</OPTION4>
<ANSWER>Problem Management</ANSWER>
</Main>
- <Main>
<QUESTION1>206</QUESTION1>
<QUESTION>Which of the following describes the basic concept of Integrity
in the Security Management process?</QUESTION>

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<OPTION1>The capacity to verify the correctness of the data</OPTION1>

<OPTION2>The correctness of the data</OPTION2>
<OPTION3>Protection of the data against unauthorized access and
use</OPTION3>
<OPTION4>Access to the data at any moment</OPTION4>
<ANSWER>Protection of the data against unauthorized access and
use</ANSWER>
</Main>
- <Main>
<QUESTION1>207</QUESTION1>
<QUESTION>What is meant by the ‘Urgency’ of an incident?</QUESTION>
<OPTION1>The degree to which the incident gives rise to a deviation from
the normal service level</OPTION1>
<OPTION2>The time needed by IT Services to resolve the
incident</OPTION2>
<OPTION3>The relative importance of the incidents when handling
them</OPTION3>
<OPTION4>The degree to which the solution of an incident tolerates
delay</OPTION4>
<ANSWER>The degree to which the solution of an incident tolerates
delay</ANSWER>
</Main>
- <Main>
<QUESTION1>208</QUESTION1>
<QUESTION>What is the key activity of processes defined in Service
Strategy</QUESTION>
<OPTION1>How robust business cases will be created to secure strategic
investment in service assets and service management
capabilities</OPTION1>
<OPTION2>What services are running</OPTION2>
<OPTION3>How to measure and develop SLA’s</OPTION3>
<OPTION4>None of the above</OPTION4>
<ANSWER>How robust business cases will be created to secure strategic
investment in service assets and service management
capabilities</ANSWER>
</Main>
- <Main>
<QUESTION1>209</QUESTION1>
<QUESTION>Which of the following is a benefit of using ITIL?</QUESTION>
<OPTION1>That the users can influence the IT organization providing the IT
services</OPTION1>
<OPTION2>That the quality and the costs of the IT services can be
controlled more efficiently</OPTION2>
<OPTION3>That the organization around the IT services can be set up
faster</OPTION3>
<OPTION4>That it is finally possible to charge for IT services</OPTION4>
<ANSWER>That the quality and the costs of the IT services can be controlled
more efficiently</ANSWER>
</Main>
- <Main>
<QUESTION1>210</QUESTION1>
<QUESTION>An organization plans on implementing a new network
operating system. Before the actual implementation takes place, the plan

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of approach for achieving the implementation is discussed. Under whose

leadership is this discussion held?</QUESTION>
<OPTION1>The Service Level Manager</OPTION1>
<OPTION2>The Network Manager</OPTION2>
<OPTION3>The Change Manager</OPTION3>
<OPTION4>The Service Manager</OPTION4>
<ANSWER>The Change Manager</ANSWER>
</Main>
- <Main>
<QUESTION1>211</QUESTION1>
<QUESTION>The activity that aims to identify the potential damage or loss
to an organization resulting from disruption to critical business processes
is:</QUESTION>
<OPTION1>Business Impact Analysis</OPTION1>
<OPTION2>Component Failure Impact Analysis</OPTION2>
<OPTION3>Root Cause Analysis</OPTION3>
<OPTION4>Service Outage Analysis</OPTION4>
<ANSWER>Business Impact Analysis</ANSWER>
</Main>
- <Main>
<QUESTION1>212</QUESTION1>
<QUESTION>The data in the Configuration Management Database (CMDB)
can only be modified after permission is granted to modify the
infrastructure. Which process grants such permission?</QUESTION>
<OPTION1>Incident Management</OPTION1>
<OPTION2>Service Level Management</OPTION2>
<OPTION3>Change Management</OPTION3>
<OPTION4>Configuration Management</OPTION4>
<ANSWER>Change Management</ANSWER>
</Main>
- <Main>
<QUESTION1>213</QUESTION1>
<QUESTION>Your Network Department has made an agreement with an
external organization in order to fulfill an agreement with its internal
customer. Where would the agreement with the external organization be
specified?</QUESTION>
<OPTION1>Service Level Requirement (SLR)</OPTION1>
<OPTION2>Underpinning Contract (UC)</OPTION2>
<OPTION3>Operational Level Agreement (OLA)</OPTION3>
<OPTION4>Service Level Agreement (SLA)</OPTION4>
<ANSWER>Underpinning Contract (UC)</ANSWER>
</Main>
- <Main>
<QUESTION1>214</QUESTION1>
<QUESTION>What is the difference between Asset Management and
Configuration Management?</QUESTION>
<OPTION1>Asset Management deals with the financial aspects of
Configuration Items</OPTION1>
<OPTION2>Configuration Management goes much further than Asset
Management, because it also specifies the relations between the
assets</OPTION2>
<OPTION3>Asset Management only deals with what you own; Configuration
Management deals with everything in your infrastructure</OPTION3>

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<OPTION4>Asset Management is a superset of Configuration Management,

as it includes non-it assets such as chairs and tables</OPTION4>
<ANSWER>Configuration Management goes much further than Asset
Management, because it also specifies the relations between the
assets</ANSWER>
</Main>
- <Main>
<QUESTION1>215</QUESTION1>
<QUESTION>The Service Level Manager requires confirmation that the
internal Service Desk can answer Customer calls within 10 seconds. In
which document might the Service Desk’s agreement to this requirement
be recorded?</QUESTION>
<OPTION1>Internal Specification Sheet</OPTION1>
<OPTION2>Operational Level Agreement</OPTION2>
<OPTION3>Service Level Agreement</OPTION3>
<OPTION4>An underpinning third party contract</OPTION4>
<ANSWER>Operational Level Agreement</ANSWER>
</Main>
- <Main>
<QUESTION1>216</QUESTION1>
<QUESTION>The sequence of dealing with problems must be based on…
</QUESTION>
<OPTION1>The category to which the problem belongs</OPTION1>
<OPTION2>The impact of the problem</OPTION2>
<OPTION3>The priority of the problem</OPTION3>
<OPTION4>The urgency of the problem</OPTION4>
<ANSWER>The priority of the problem</ANSWER>
</Main>
- <Main>
<QUESTION1>217</QUESTION1>
<QUESTION>Release management staff do not carry out ;</QUESTION>
<OPTION1>The planning of rollouts of hardware and software</OPTION1>
<OPTION2>The distribution of software applications to remote
locations</OPTION2>
<OPTION3>The testing of software to eradicate errors</OPTION3>
<OPTION4>The release and implementation of software into the live
environment</OPTION4>
<ANSWER>The testing of software to eradicate errors</ANSWER>
</Main>
- <Main>
<QUESTION1>218</QUESTION1>
<QUESTION>Which of the following statements about the Service Catalogue
is correct?</QUESTION>
<OPTION1>It is necessary in order to draw up an SLA</OPTION1>
<OPTION2>It describes only those services that are also included in the
Service Level Agreement (SLA)</OPTION2>
<OPTION3>It can be used instead of an SLA</OPTION3>
<OPTION4>It describes all services that can be supplied by the IT
management organization</OPTION4>
<ANSWER>It describes all services that can be supplied by the IT
management organization</ANSWER>
</Main>
</NewDataSet>

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